Customer Service Supervisor

Job summary:

The Customer Service Supervisor answers customer calls, chats and emails about orders, billing and account changes. This role is remote. Please make sure you have a quiet place to work and a solid internet connection.

Responsibilities:

Follow scripts and required disclosures on recorded lines. Call customers back on open issues within the promised timeframe. Look up orders, accounts and shipping status in the CRM and order system. Escalate complaints that need a supervisor or another department. Complete required training and quality coaching sessions. Document every interaction in Zendesk or Salesforce Service Cloud. Answer inbound calls, live chats and emails from a queue. Meet targets for handle time, quality score and customer satisfaction.

Who you are:

8-10 years of customer service, retail, hospitality or call center experience. Clear speaking voice and good listening skills. Typing speed of at least 35 WPM. Must pass a background check.

Bonus points:

Prior billing or insurance call center work. Bilingual English and Spanish (pay differential). Zendesk, Five9 or Genesys experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

What we offer:

Starting pay: $31,000 - $39,000/year, depending on experience and certifications.

Health insurance. 401(k) with 4% match. Three weeks of PTO to start. Paid sick leave.

About us:

Typical projects include office moves, server migrations to Azure, and replacing aging switches and access points. Most work comes in through ConnectWise tickets, with a dispatch board for onsite visits. After-hours on-call comes around every fourth week.

CB Managed Services is an Equal Opportunity Employer, including disability and protected veteran status.

This position requires a background check.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at CB Managed Services.