Reddaway Customer Service Supervisor (Full-Time) - Tualatin, OR - Reddaway - Portland in Tualatin, Oregon

JOB SUMMARY

In this position the supervisor will assist with managing and leading work teams responsible for Reddaway’ s Customer Care Center. The supervisor will provide support and resources to meet objectives of quality, timeliness and efficiency. In this role you will participate in the design, development, and implementation of procedures, processes, and systems for improving performance.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Provide training and oversight to the Customer Care Center team through the development of key business objectives, performance measures, and process improvements.

  2. Directly supervise support personnel.

  3. Ensure customer satisfaction by listening and responding to customer needs and requirements.

  4. Handle customer escalations via telephone in response to customer initiated inquiries.

  5. Use CRT mainframe and personal computer programs to review and/or modify customer service information

  6. Specific tasks include, but are not limited to:

  7. Coordinate freight flow by expediting movement of shipment and contacting terminals and/or central dispatch.

  8. Responsible for “on-the-floor” activities and available to assist, encourage and motivate agents through positive feedback and encouragement.

  9. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

  10. Track issues that require follow-up and keep customer informed of issue status.

  11. Identifies issues and opportunities that contribute to process improvement. Participate in efforts to implement solutions, working on team objectives and goals. Assist in making organizational and technological changes invisible to the customer

REQUIREMENTS

  1. Two to three years of call center experience in a position of responsibility.

  2. Demonstrated experience in workforce management and decision making skills

  3. Demonstrated organizational skills including ability to prioritize work load, to delegate to others, and to balance conflicting priorities and tasks.

  4. Effective verbal, written and interpersonal communication skills

  5. Proficiency with Microsoft Office (Outlook, Word and Excel), CMS & Erlang

  6. Prior Transportation experience preferred but not required.

Reddaway is an Equal Opportunity/Affirmative Action Employer

Minorities/Females/Persons with Disabilities/Protected Veterans

Title: Customer Service Supervisor (Full-Time) - Tualatin, OR - Reddaway - Portland

Location: OR-Tualatin

Requisition ID: 19001N