Customer Service Supervisor

Job Summary

The Customer Success Supervisor is an integral part of our support team (reporting to the Customer Success Manager). You are responsible for providing quality and efficient service, impacting the overall success of our company by serving as a cheerful liaison between our customers and vendors, maintaining top-notch relationships. As the supervisor, you will be accountable for the coaching and mentoring of your designated team while overseeing their day-to-day tasks, ensuring timely completion. As the first tier of escalation, you will tackle any challenges with the “buck stops here” mentality and critically think through situations to root cause and work towards solutions to continuously improve!

Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.

PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations.

PSA’s mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.

Essential Duties And Responsibilities

• Provides daily direction & communication, empowering CSR’s to respond timely to Customers’ needs
• Delegates and monitors CSR’s workload, ensuring they are handled effectively & efficiently to minimize overtime
• Provides continual evaluation of processes & procedures and makes suggestions to continuously improve methods, efficiency, and service to both internal and external customers
• Provides input on work procedures and processes that support the company and departmental standards, procedures, and strategic directives
• Acts as the department’s Tier 1 for escalations, fielding and referring concerns of service failures to designated departments for timely investigation and collaboration for resolution
• Ensures team members have appropriate training and other resources to perform their jobs effectively
• Creates a high-quality and positive work environment so team members are motivated to perform at their highest level
• Upholds the company’s brand and core values in a professional manner
• Assists the customer service manager with daily operation of the team and department
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage customer needs and workflow, ensuring the workload is handled efficiently and effectively
• Respond to customers’ needs through various channels, emails, NetSuite cases, and phones
• Troubleshoot and resolve customer and vendor issues
• Enter and follow up on orders and cases, as needed
• Process and follow up on Returns, as needed
• Act as liaison between customers and vendors
• Support customers in use of online pricing and self-service resources/tools
• Promotes sale of new or additional products or services
• Handles customers concerns as they relate to billing or service rendered
  
  

Experience Requirements

• 2-3 years customer service experience
• Ability to lead and oversee a team
• At least one year of data entry/order entry experience
• Experience in security or insurance industries is a bonus (but not required)
• Authorization to work in the US
• High school diploma or GED
• Experience with NetSuite is a plus
• Fantastic listening skills
• Excellent communication skills, both verbal and written
• Superior Customer focus, problem solving, analytical & people skills, strong computer proficiency and a good phone presence
• Knowledge of PSA’s customer success tools and technology
• Ability to learn and adapt quickly
• Desire to provide quality customer service
• Excellent organizational and time management skills with the capacity to multitask in a fast-paced environment
• Ability to work with little supervision
• Dependable and responsible, with an excellent work ethic and team focus
• Professional demeanor
• Ability to learn from mistakes, and a love of taking on new challenges
• Excellent at managing expectations and risks
  
  

Personal Characteristics

• Honesty and Integrity
• Ability to flex style to effectively partner/communicate in a professional manner with team members at all levels of the organization
• Ability to perform under deadlines
• Team Player and Influencer
• Positive attitude and drive to reach the common goal
  
  

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.

Physical Requirements

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.

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description.

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