Supervisor, Customer Service

Customer Service Supervisor

A collective energy and ambition. A place where you can make a real difference. We're a company that genuinely cares about our people, our products, our consumers and the environment. Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries. United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Onsite - Fort Collins, CO

Role Summary

The Customer Service Supervisor is responsible for leading a team of customer service representatives to ensure they deliver high-quality service to customers. This role involves monitoring team performance, providing coaching and feedback, and ensuring that the team meets its performance goals. The supervisor also handles escalated customer issues and collaborates with other departments to improve overall customer satisfaction.

Role Accountabilities and Responsibilities

Team Leadership:

• Supervise and mentor a team of customer service representatives.
• Conduct regular team meetings to communicate goals, updates, and areas for improvement.
• Facilitate training sessions to improve team skills and knowledge.

Performance Management:

• Monitor and evaluate individual and team performance against established metrics.
• Provide constructive feedback and coaching to improve performance.
• Conduct regular performance reviews and set performance goals.

Customer Service:

• Handle escalated customer inquiries and complaints.
• Ensure that all customer interactions are handled professionally and in a timely manner.
• Develop strategies to improve customer service quality and efficiency.

Operational Efficiency:

• Analyze call center data to identify trends and areas for improvement.
• Implement process improvements to enhance team productivity and customer satisfaction.
• Ensure the team adheres to company policies and procedures.

Collaboration:

• Work closely with other departments, such as Quality Assurance, Training, and IT, to address and resolve issues.
• Participate in cross-functional projects to improve overall service delivery.

Reporting:

• Prepare and present reports on team performance, customer feedback, and other relevant metrics.
• Use data to make informed decisions and recommendations for improvements.

Operating Knowledge, Skills, and Abilities

Expert at Waterpik & CHD products, policies and procedures.

Education and Experience

Three equivalent work experience is required, preferably in a customer service and sales call center environment, and at least 1 - 2 years' experience in a leadership role preferred. Thorough understanding of Water Pik processes and systems. Excellent oral and written communication skills. Experience with Microsoft office applications. Able to make quick, decisive and independent decisions within Waterpik culture and policies. Excellent problem-solving skills, to effectively address problems and mediate issues to the customers satisfaction. Must be available to work a flexible schedule (Monday - Friday 7:00 AM-3:30 PM MT). Good organizational, analytical and independent decision making skills. Associate's degree in related field with two to four years of relevant experience preferred.

Required Training

CRM Shopify E-Portal CHD Applications

Other Qualifications & Physical Requirements

Reporting Relationship: Call Center Manager Supervisory Duties: None Salary and Benefits Water Pik, Inc., a partner company of Church & Dwight Company, Inc., supports our employee's wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. Estimated pay: $30.00 -$44.00 Hourly Medical, Dental, Vision Insurance / Healthcare and Dependent Care Flexible Spending / Health Savings Account / Commuter Reimbursement Account Vacation / Holiday / Sick Time / Pandemic Leave / Short and Long Term Disability / Life & AD&D / Spouse/Child Optional Life / Supplemental Life & AD&D / Family and Medical Leave / Bereavement Adoption Assistance / Tuition Reimbursement / Employee Assistance Program / Identity Theft Protection / Critical Illness Insurance Savings and Profit...

Church & Dwight is proud to be an Equal Opportunity Employer, m/f/disability/veteran.