Job Description
While this position is remote, candidates MUST reside in any of the following states: California, Arizona, Idaho, Washington, Utah, Nevada or Oregon
Job Summary:
The Customer Care Supervisor is responsible for managing day-to-day operations and all associated administrative functions within ACE’s customer service business unit, including supervision of a team of Customer Care Specialists. This role is also responsible for identifying and driving process improvement and efficiencies, aligning customer service- based projects and initiatives to ACE’s overall strategy, and fostering collaboration amongst other customer facing departments within ACE. This is a player-coach role, requiring a team player who can manage a workload of customer care activities with the agility and proactivity to be hands-on while leading the team to provide timely and quality service.
Required Skills
Required Qualifications:
- Minimum Bachelor’s Degree
- Experience managing within Salesforce, Live Chat, Office365 (Outlook), and call center platform(s)
- Experience leading and/or supervising a customer service-based team with a proven, successful track record
- Experience with developing, leading, and implementing customer service process improvements and efficiencies
- Excellent communication & leadership skills; ability to communicate effectively both verbally and in writing with a variety of individuals across an organization
- Excellent problem-solving skills; ability to identify, analyze, and resolve issues under potentially stressful and ‘negative’ circumstances
- Proven self-starter; able to work independently, prioritize work effectively, and seek assistance from management as appropriate
Required Experience
Responsibilities:
- Supervises day-to-day operations and administrative tasks for ACE’s Customer Service team; includes providing hands-on support with customer inquiries, developing schedules, escalation inquiries, collaborating with other customer-facing teams at ACE, approving timecards, and processing/approving refunds
- Manages customer service-based support processes; includes refunds, shipping requests, and policy updates as well as BBB, ADA, and Affirm inquiries
- Serves as key contributor to management of ACE’s customer-service based systems and processes; this includes: Salesforce, MyACE, Live Chat, and Call Center.
- Provides ongoing direction and communication to Customer Care team members to ensure that incoming/outgoing customer calls, chats, and emails are handled in a timely manner in ordnance with ACE best practices
- Assists ACE Leadership in developing and driving efficiencies through optimization of processes/procedures that improve the overall customer experience for candidates and ACE Certified Professionals
- Serves as department representative when collaborating with other departments to solve customer issues, customer escalations, facilitate order fulfillment, and ensure other cross-departmental processes are completed efficiently
- Serves as department representative in collaborative, project-related meetings to provide feedback to other departments (i.e. the ‘customer voice’)
- Serves as department representative and educator in cross-departmental training exercises for other ACE staff members (both new and existing)
- Responsible for creating and managing key reports for customer service-related metrics including Advantage product activities, refunds, shipping issues, product feedback, etc.
- Responsible for providing team ongoing feedback and coaching (as needed) in an effort to develop and foster growth within ACE’s customer service business unit
- Demonstrates understanding of all current programs, policies and procedures and the ability to communicate them clearly to customers
- Maintain a commitment to and align with ACE mission, vision, values and programs, to successfully lead teams to represent ACE
- Other duties as assigned
Pay Rate: $55,000 – $75,000