CSC ServiceWorks Supv Customer Service in Irving, Texas

SUPERVISOR CUSTOMER SERVICE OVERVIEW:

Extroverts, Problem Solvers, and Seasoned Communicators, this job is for you. Join our Best-in-Class customer service team. Our customer service department is home to detailed, perceptive team members with a knack for problem solving and a passion for ensuring our clients always have a top-notch experience in every interaction with us. In recognition of the exceptional customer care, we in turn take exceptional care of our team members—providing training, a stable work environment, and competitive incentives and benefits.

As a CSC Supervisor Customer Service, you’ll be an important part of what works.

You’ll interact with our customers and CSC team members daily, which may include:

  • Develop and supervise the daily work activities of Customer Service Representatives to ensure productivity and quality metrics are met and/or exceeded.

  • Oversee all Customer Support Center related activities including department workflows and communicate and reinforce standards to staff.

  • Identify and analyze performance trends, management of personnel and recommend process improvements to leadership.

  • Monitor telephone queue results to ensure compliance with contractual performance requirements and benchmarks.

  • Maintain high level of customer experience to ensure our customer service level commitments are achieved and issues are resolved, communicating proactively with the customer throughout the process.

  • Accurately predict work volume, handle time and staff shrinkage by work type and make staffing recommendations to ensure customer service expectations are met.

  • Serve as primary point of contact for staff and resolve complex issues.

  • Support integration of new business acquisitions and new or updated programs and services

  • Develop staff training/coaching materials for existing and new implementations

  • Conduct analyses. Produce daily reports and make recommendations to improve the Customer Support Center.

What it means to Be Part of What Works

How we do things at CSC is just as important as what we do. Our values empower every team member to provide the highest level of service to our customers and live their full potential. Our core values are a part of

what differentiates us as Best in Class.

  • Safety Awareness

  • Customer Focus

  • Integrity, Trust, & Respect

  • Drives Engagement

  • Teamwork & Collaboration

  • Follows Through on Commitments

In this role, you’ll need:

  • Bachelor’s degree or equivalent; and 3-5 years related experience and/or training; or equivalent combination of education and experience

  • Calabrio experience highly desired

  • The ability to delegate duties and assign/schedule work to meet deadlines

  • Support employee development and provide training as needed

  • Establish and manage team and individual employee performance goals

  • Implement, communicate, and maintain Company practices, policies, and procedures with team.

The CSC ServiceWorks Story

At CSC, we’re in the business of making things work, for our team members, our clients, and our consumers. We’re the leading provider of commercial laundry services and air-vending solutions throughout the United States, Canada, and Europe. Our Best in Class team of 3,000 dedicated professionals benefit from work that’s steady (but never boring), time to enjoy what matters, appreciation and rewards in return for hard work and accountability, and support in growing a fulfilling career. Our work takes us to apartment, condominium, education, hotel and hospitality, and convenience and gas environments around the world. CSC is built on a company legacy that goes back to 1927, and today, we make life easier for over 40 million residents and consumers, property managers, and owners every day.

CSC ServiceWorks is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

EOE/AA/M/F/Vets/Disabled

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