Goldschmitt and Associates (G&A) · 4 hours ago

Customer Service Supervisor

Sterling, VA

Full-time

Remote

Entry, Mid Level

1+ years exp

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Responsibilities

Ensure effective day-to-day supervision and leadership of Customer Service Representatives (CSRs) consistently to deliver a positive borrower experience, accurately resolve borrower inquiries, and achieve high-quality assurance metrics

Ensure a positive work environment by the reinforcement of the values, mission, and vision of the organization and fostering engaged, empowered employees with a sense of job performance ownership and accountability

Ensure professional leadership, employee interactions, and collaboration

Use sound judgment for appropriate resolution or escalation

Ensure policies and Standard Operating Procedures are followed and identify and communicate continuous improvement opportunities to make the customer experience better

Ensure individual CSR and team KPI and productivity standards are met

Ensure delivery of daily and weekly coaching, development, and feedback to CSRs regarding overall work performance

Qualification

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Supervisory experienceContact center experienceProfessional business environment