Customer Support Supervisor

Primary Responsibilities

• Demonstrate leadership in accordance with EquipmentShare’s vision, mission, and values.
• Assist in department planning and setting departmental standards, priorities, goals, and objectives.
• Act as a working supervisor, performing the job of a Customer Support Specialist as needed.
• Supervise a team of Customer Support Specialists.
• Provide guidance, mentorship, and training to team members.
• Organizes and oversees the schedule and work assigned to the Customer Support Team.
• Establish and maintain professional working relationships with internal and external customers and co-workers while ensuring the same for subordinates.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Improve department operational performance by identifying problems and helping to develop solutions.
• Recognize staff for achieving success. Conduct regular coaching and feedback sessions to address performance deficiencies.
• Utilize appropriate resources to ensure work is completed efficiently and within established service standards. Additionally, ensure staff has appropriate resources to be successful.
• Comply with EquipmentShare’s departmental and corporate policies and procedures, as well as mandated state and federal laws and requirements at all times.
• Enhance industry and technical knowledge through actively participating in learning and growth opportunities.
• Perform other duties and responsibilities as assigned.

Skills & Qualifications

• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
• Able to communicate effectively with accuracy, detail, and professionalism across audiences that include external and internal customers.
• Strong organizational skills with attention to detail and accuracy.
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior customer service.
• Ability to coach and mentor Customer Support Specialists.
• Excellent verbal and written communication skills.
• Strong PC skills required: Google Suites – Google Meets, Docs, Sheets, Forms, Slides, Sites, Lucid Charts; Microsoft – Word, Excel, PowerPoint; Slack
• Ability to adapt to change positively.
• Excellent phone handling, negotiating, and active listening skills.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and company as a whole.
• Ability to maintain a high level of confidentiality on sensitive topics.
• A problem solver who approaches challenges with objectivity, speed, and a collaborative style.
• Is dedicated to the team’s success and focuses on detail without losing sight of the bigger picture.

Education and Experience:

• Bachelor’s degree in related field
• At least 1 year of experience in a supervisory role desired
• At least 3 years of experience in a customer service role, preferably in a contact center or multi-channel communication environment.