Customer Service Supervisor

Client relationships often span decades and several practice groups. Founded in 1992, we now have 200 employees.

The role

Our Palo Alto team is growing and we are hiring a Customer Service Supervisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This is an in-person role at our Palo Alto location.

Your responsibilities

• Process returns, exchanges, refunds and address changes
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Update customer records accurately
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Look up orders, accounts and shipping status in the CRM and order system

Required qualifications

• 7+ years of customer service, retail, hospitality or call center experience
• High school diploma or GED
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• Comfortable using multiple screens and systems at the same time
• Able to sit at a workstation and wear a headset for a full shift

Preferred qualifications

• Zendesk, Five9 or Genesys experience
• Experience handling escalations
• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call center work

Schedule: Four 10-hour shifts, rotating weekend day

Starting pay: $35.00 - $42.00 an hour, depending on experience and certifications.

Why work with us

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• Paid sick leave
• Flexible spending account
• Weekly pay
• Relocation assistance
• Tuition reimbursement

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at The Nguyen Law Firm Inc..