Bilingual Customer Service Supervisor

The Customer Service Supervisor will be responsible for overseeing and sharing the daily operations of the customer service department. Their duties include but not limited to communicating customer service objectives to Customer Service Representatives and other departments, compiling data to make assessments of their department’s progress, and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

Responsibilities

• Participate in the interview and hiring process
• Support the onboarding and training of new agents
• Collaborate with leadership to establish policies and procedures
• Responsible for coaching, training, mentoring the team, and conflict resolution
• Performance management – compiling data and making assessments
• Meet daily, weekly, and monthly deliverables
• Oversee/Manage the reporting and maintenance of EOD reports
• Ensure customer satisfaction
• Understand our products inside and out to educate and answer customer questions
• Professionally handle escalated calls
• Acknowledge and resolve customer complaints
• Deliver excellent customer support through various channels including live chat, email, and phone support

Requirements

• Minimum 1 year of call center management experience
• Bilingual in Spanish required
• Experience training, mentoring, and leading a team
• Proficient with computer programs such as MS Office (Excel, Word, PowerPoint, etc.) and Google Suite
• General understanding of call center technology (ACD, IP, etc.)
• Strong organizational, time management, and multitasking skills
• Excellent communication skills verbal and written
• Flexible and adaptable to changes in direction and the ability to effectively communicate such changes to the team
• Professional presentation and demeanor

Education

• High School Diploma or Equivalent.
• Bachelor’s degree or equivalent work experience

Company Benefits

• Opportunities for growth and advancement
• Medical, Dental, and Vision
• Company Paid Group Life / AD&D Insurance
• Employee Assistance Program (EAP)
• 401(k)/match
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/ HSA
• Disability Insurance
• Ongoing training and development

Other Duties

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization

Must be able to verify identity and employment eligibility to work in the U.S.

Equal Opportunity Employer Race, Religion, Color, National Origin, Gender, Sexual Orientation, Age, Protected Veterans, Disabled

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote

• Health insurance