Customer Service Supervisor

Regional vice presidents oversee clusters of branches in New York and neighboring markets. Founded in 1905, we now have 2,900 employees.

Role overview:

We are adding a Customer Service Supervisor to our Billing team. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote within the US. The team meets in New York City once a quarter, travel covered. We use Slack, Notion and Google Meet. Cameras on for team calls.

Your responsibilities:

• Call customers back on open issues within the promised timeframe
• Look up orders, accounts and shipping status in the CRM and order system
• Meet targets for handle time, quality score and customer satisfaction
• Notice repeat problems and report them to your team lead
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue

What you need:

• 7+ years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills

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

Starting pay: $58,000 - $77,000 annually, depending on experience and certifications.

Why work with us:

• Health savings account (HSA) with employer contribution
• 401(k) with company match
• Paid sick leave

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.

Applicants must be authorized to work in the U.S.

Start: Immediately.

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