Customer Service Supervisor

Position summary:

Groveford is hiring for its Returns team in New York City. Full-time and part-time shifts available. Fully remote. You can work from anywhere in the US.

Main duties:

• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately
• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead
• Call customers back on open issues within the promised timeframe

About you:

• 7+ years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED

Pluses:

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

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

Perks and benefits:

The salary range for this role is $34.00-$38.00 per hour. This range reflects base salary only.

• Health, dental and vision coverage starting on day one
• 401(k) with a 100% match up to 5%
• Paid parental leave
• $1,000 home office setup budget
• Health savings account (HSA) with employer contribution

The company:

More than 740 employees work on the product, from search ranking to fraud detection.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Start: Flexible.

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