Job Description

Summary – Supervisor – Customer Support:

The Member Services Supervisor’s role is to assist in overseeing and managing a team of Members Service Representatives (MSRs) in the day-to-day operations of contact center operations. The Member Services Supervisor will support MSRs after training by monitoring and documenting MSR progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to MSRs. A Member Service Supervisor should be supportive, communicative, and attentive as well as possess strong critical-thinking and decision-making skills.

What’s in it for you as a Supervisor - Member Services/Customer Support:

• Extensive managerial support, active career advancement and planning.
• Intrinsic value – the work you will be doing is all centered around providing internet access to rural and underserved communities.
• Opportunity to be part of a rapidly growing organization.
• Increased earning potential and comprehensive benefits.

What you’ll be doing as a Supervisor - Member Services/Customer Support:

• Assist in the formulation of targets for individuals and teams.
• Answer questions from staff and provide guidance and feedback.
• Devise ways to optimize procedures and keep staff motivated.
• Monitoring and evaluating MSR performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Ensure adherence to policies for attendance, established procedures etc.
• Identifying operational issues and suggesting possible improvements.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support MSRs and maximize Member satisfaction.
• Stay appraised of new processes and technology.
• Interview and hire new staff.
• Other duties as assigned.
  

What’s Required as a Supervisor - Member Services/Customer Support:

• Ability to remain calm and respectful under pressure
  
• Proven leadership skills
  
• Excellent problem solving, and decision-making skills
  
• Organizational skills and attention to detail
  
• Exceptional interpersonal and active listening skills
  
• Detail oriented with ability to focus on the specifics of each call
  
• Strong written, & verbal communication skills
  
• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint
• Adaptable/flexible with ability to frequently shift direction and priorities
  
• Dependable and reliable
  
• Autonomous/Independent with ability to work with minimal direction
  

We proudly offer an extensive benefits plan, flexible shifts, an inviting work-life balance, genuine advancement potential, and a family atmosphere where employees are put first. Looking forward to discussing if you’d be a great addition to the team.

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