The Customer Solutions Supervisor provides daily leadership to a team of Customer Solutions Advisors (CSAs) who serve on the frontline of in-bound client communication and are vital to deliver customer support and solutions that offer a distinctive service experience to Avionté’s user base. This position leads CSAs through being visible and available to answer questions and assist their team in challenging situations.
Specifically, the Customer Solutions Supervisor will:
Hire, coach and develop a team of Customer Solutions Advisors (CSAs) who deliver customer support over the phone and in responding to submitted tickets.
Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
Effectively partner with cross-functional teams (Training, Technical Support and Account Management) to identify and solve opportunities and drive client success.
Evaluate quality, track results and provide coaching for increased success.
Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.
Provide feedback to product management on common tickets and bugs submitted from customers.
Train CSAs to understand policies, procedures and products.
Communicate policy updates and information through team meetings and one-on-one sessions.
Document coaching and development sessions.
Handle escalated customer issues on an as needed basis.
The ideal candidate will possess the following qualifications:
High school diploma or GED required; Associate/Bachelor’s degree preferred
3+ years of call center experience ideally with a software or technical organization.
2+ years of experience in a leadership/supervisory role preferred
Excellent verbal and written communication skills
Analytical approach to problem solving
Strong customer focus and drive to provide exceptional service
Ability to handle difficult customers and deescalate challenging situations
Knowledge/experience with the staffing industry preferred, but not required