Customer Service Supervisor
TechFlow, Inc, United States
Job Description
Our Platform Services division is seeking an experienced Customer Service Supervisor to support a high-profile government contract. This hands-on customer service supervisor position will focus on managing the 24/7 customer service representatives, processes, personnel, and required customer deliverables. The supervisor will also act as a back-up representative and support the PMO as required. This position is salary and primarily works from home (virtual/telework)
Responsibilities:
- Ability to provide daily direction and communication to employees and keep the team focused so they may perform efficiently
- Assist with escalated issues from team as required
- Team Scheduling for 24/7/365 coverage
- Manage team tasks and communications with customer.
- Validate agents are performing work as documented and provide guidance/re-training when necessary.
- Continual evaluation of processes and procedures, combined with the ability to provide training/coaching
- Ability to reconcile data between multiple systems using excel
- Problem solving and critical thinking skills combined with situational awareness and adaptability in the face of challenging circumstances
Requirements
- 3+ years’ experience in customer service
- Minimum three years supervising a team
- Experience with Microsoft Programs
- Have attention to detail and ability to adjust quickly
- Experience with ticketing systems and call center telephony equipment
- Experience responding directly to customer issues and providing excellent customer service, both verbally and in writing
- Experience supervising remote employees
- Experience providing teammate annual performance evaluations and ongoing feedback on performance
- Bachelor's degree required
- Must be able to obtain Public Trust Clearance
Benefits
About TechFlow
Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.
Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.
TechFlow has three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.
Benefits
TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!
- Employee stock ownership plan (ESOP) Pride in being an employee-owner and annual employer contribution (per plan guidelines)
- 401k plan with Roth option.
- Eligibility for an employer match.
- Immediate vesting
- Paid time off
- Holidays 10 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life amp; ADamp;D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary benefits include:
- Life amp; ADamp;D Insurance for employee, spouse, and children
- Short-term and long-term disability (per plan guidelines)
- Legal Shield and Identity Theft protection plans
- Pet Insurance