Customer Service Associate Supervisor

Customer Service Associate Supervisor

As one of the nation's premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets. We are currently accepting resumes for the position of Customer Service Associate Supervisor, conveniently located within Center City of Philadelphia.

The Customer Service Associate is responsible for providing assistance to customers via the Call Center in a timely manner. Position is conveniently located within Center City Philadelphia.

Essential Duties And Responsibilities

Providing assistance to customers via the Call Center in a timely manner

Enforce company and department policies and procedures

Maintain verbal, written email to manager regarding department

Prepares work schedule to expedite workflow

Maintain staff personnel file which include time and attendance records

Completes daily and weekly payroll

Monitor all lunch and break records

Responsible for coaching, counseling, and/or corrective actions of staff

Responsible for staff motivation

Responsible for staff development and training

Complete telephone and correspondence monitoring to assure accuracy and quality

Monitor staff efficiency standards daily

Assist staff with job duties when needed

Answer inbound calls daily

Handle escalated citizen situations which include telephone calls, correspondence, and webmail

Assigns duties and examines work for accuracy

Maintain communications with all clients via verbal and email when necessary

Attend calibrations sessions with client(s)

Follows up requests with clients

Completes daily, weekly, and monthly departmental reports

Keep record of all departmental work completed

Make necessary corrections/changes of any errors

Monitor and maintain staff, IVR and ACD system functions

Communicate with client in absence of Manager

Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Excellent communications skills with the ability to speak clearly and accurately respond to citizens

Ability of effectively communicate in a courteous and professional manner

Ability to learn and apply knowledge accordingly

Must be reliable, on time and in attendance on a daily basis

Availability

Candidate must be available to work between the hours of 8:30am and 5:00pm, Monday - Friday.

Education and/or Experience

High School diploma or general education degree (GED) Possess at least three (3) years prior experience in the performance of call center functions Possess at least two years previous supervisory/management experience; or equivalent combination of education and experience

Language Skills

Ability to read, write, and understand English and/or Spanish.

Mathematical Skills

Ability to add, subtracts, multiply and divide

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

10% Standing 90% Sitting % Lifting Sitting and/or standing for long periods

Work Environment

The work environment characteristic described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PRWT is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy. U.S. Facilities, Inc. is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.