Customer Service Supervisor, Remote

Waltham Planning Group manages assets for more than 200,000 clients through 120 offices. Since 1926, the firm has grown through acquisitions of independent advisory practices. We started in 1926 and have grown to about 107,800 people.

Job summary

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Customer Service Supervisor, Remote answers customer calls, chats and emails about orders, billing and account changes.

Job duties

• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes
• Follow scripts and required disclosures on recorded lines

Who you are

• 8+ years of customer service, retail, hospitality or call center experience
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked

Perks and benefits

Salary range: $32.50 to $37.00 per hour

• Medical, dental and vision insurance
• 401(k) with 4% match
• Paid sick leave
• Paid training

EOE. We participate in E-Verify.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Waltham Planning Group, Inc..