Suffolk County Water Authority · 4 months ago
Customer Service - Call Center Supervisor
Suffolk County, NY
Full-time
Onsite
Mid, Senior Level
$73K/yr - $85K/yr
5+ years expSuffolk County Water Authority is seeking a Customer Service - Call Center Supervisor to assist in managing the call center operations. The role involves monitoring work and call queues, resolving customer concerns, and maintaining workflow to ensure exemplary customer service.
Customer ServiceMarketingWater
Responsibilities
Assist Call Center management by monitoring work and call queues, work orders, and volume of work
Check computer entries and the accuracy of information provided to internal and external customers
Maintain Call Center workflow to ensure phone coverage and the timely performance of all tasks
Review and resolve customer concerns advanced by clerical staff in a proper and timely manner
Identify and communicate areas in need of training and/or policy changes to facilitate exemplary customer service
Assist in the development and attainment of key performance goals and metrics for the Call Center
Facilitate a positive work environment; answer questions and provide assistance/direction to staff
Distribute and document petty cash funds; monitor cash drawers, bank deposits, and misc. monetary deposits
Qualification
Required
Minimum 5 years' customer service experience in a call center environment required
2 years' experience in a supervisory role required
Associate's Degree required
Proficient in MS Office required
Excellent interpersonal, customer service, and written and oral communication skills required
Possess excellent listening skills, the ability to delegate tasks, and the ability to problem solve and defuse situations
Must be able to facilitate positive working relationships and customer interactions
Ability to work evenings, weekends, holidays, or during emergency situations as needed
Preferred
5 years' experience preferred
Bachelor's Degree in Business Management or related field preferred
Knowledge of SAP preferred
Suffolk County residency is highly preferred
Company
Suffolk County Water Authority
Suffolk County Water Authority providing customers high quality water that is constantly tested at the lowest possible cost.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Janice Tinsley James
Deputy CEO for Customer Service
Christopher Cecchetto, CPA
Chief Financial Officer
Recent News
2024-12-28
2024-12-28
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