Customer Support Supervisor (Remote)

DealerOn, Inc.

Maryland

United States

Customer Service / Call Center
(No Timezone Provided)

About Us:

We are a young and fast-growing online marketing company, which provides website services to automotive dealerships across North America and Canada. We help our customers sell more cars and provide them with an amazingly remarkable experience. We have been recognized on the Inc. 5000 list of fastest growing companies six years in a row and counting. Technology is front and center in our company, but it's the people here who are the core of our business. We pride ourselves on making coming to work not only challenging, but also enjoyable.

Job Description:

The Customer Support Supervisor is responsible for motivating and driving the Customer Support Team to provide an exceptional customer experience. The Customer Support Supervisor will help build a strong team and shape staff behaviors. They will assist with hiring employees and ensuring that every agent is well prepared for their case work and calls. Additionally, they will work closely with team leads to monitor the team’s progress, ensuring that expectations are being met, answering any questions, and providing the team with ongoing coaching opportunities and inspiration. They should be analytical, supportive, and prepared to act as a resource to agents. This is a mid-level position, located in the Headquarters office (Rockville, MD).

Essential Functions:

  • Coordinate team schedules to ensure adequate staffing levels
  • Monitor call volumes to ensure calls are received and answered within a timely manner
  • Meet directly with managers to discuss the employee’s individual performance including identifying additional training/coaching opportunities and maximizing customer satisfaction
  • Serve as a 2nd level respondent for complex customer inquiries including investigating and resolving those inquiries
  • Assist with the development and implementation of the standard operating procedures and policies to ensure service level requirements are met
  • Assist managers with communicating organizational strategies to engage the team and drive desired behaviors
  • Adapt communication style to effectively engage individuals/team by delivering communications positively and in support of goals and objectives
  • Prepare reports and analyze data to assist management with achieving call center goals and motivate continuous improvement through trend reporting analysis and metric management
  • Maintain in-depth working knowledge of the company’s products, systems and processes
  • Oversee and meet customer service metrics including KPI’s and SLA’s
  • Perform additional duties where needed

Required Skills/Experience:

  • High School Diploma or equivalent
  • 2+ years of supervisory experience
  • 5+ years of customer support experience
  • Excellent problem solving, leadership, and customer service skills
  • Strong organizational skills and the ability to multi-task within a fast-paced environment  
  • Ability to collaborate with co-workers across the organization
  • Demonstrate adaptability and flexibility which includes working evening and weekend schedules
  • Analytical, efficient, and thorough
  • Proficient knowledge of MS Office Suite (Word, Excel, Outlook)

Preferred Skills/Experience:

  • Bachelor’s Degree or equivalent
  • Supervisory experience in a call center environment
  • Ability to prioritize tasks that change frequently and manage unexpected demands
  • Dependable, follows instructions and takes initiative to solve problems
  • IVR Phone systems experience
  • Experience with Salesforce or other Force.com platforms
  • Knowledge of HTML, CSS, JAVASCRIPT
  • 6 years of DealerOn experience

 

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

  • Medical, dental and vision insurance
  • Company matched 401K plan
  • Flexible PTO + Sick Leave 
  • 4 weeks paid Parental Leave 
  • State of the art technology
  • Company-paid Basic Life Insurance
  • Voluntary Supplemental Life Insurance
  • Voluntary Long-term/Short-term disability insurance
  • Paid National Holidays
  • Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

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Customer Support Supervisor (Remote)

DealerOn, Inc.

Maryland

United States

Customer Service / Call Center

(No Timezone Provided)

About Us:

We are a young and fast-growing online marketing company, which provides website services to automotive dealerships across North America and Canada. We help our customers sell more cars and provide them with an amazingly remarkable experience. We have been recognized on the Inc. 5000 list of fastest growing companies six years in a row and counting. Technology is front and center in our company, but it's the people here who are the core of our business. We pride ourselves on making coming to work not only challenging, but also enjoyable.

Job Description:

The Customer Support Supervisor is responsible for motivating and driving the Customer Support Team to provide an exceptional customer experience. The Customer Support Supervisor will help build a strong team and shape staff behaviors. They will assist with hiring employees and ensuring that every agent is well prepared for their case work and calls. Additionally, they will work closely with team leads to monitor the team’s progress, ensuring that expectations are being met, answering any questions, and providing the team with ongoing coaching opportunities and inspiration. They should be analytical, supportive, and prepared to act as a resource to agents. This is a mid-level position, located in the Headquarters office (Rockville, MD).

Essential Functions:

  • Coordinate team schedules to ensure adequate staffing levels
  • Monitor call volumes to ensure calls are received and answered within a timely manner
  • Meet directly with managers to discuss the employee’s individual performance including identifying additional training/coaching opportunities and maximizing customer satisfaction
  • Serve as a 2nd level respondent for complex customer inquiries including investigating and resolving those inquiries
  • Assist with the development and implementation of the standard operating procedures and policies to ensure service level requirements are met
  • Assist managers with communicating organizational strategies to engage the team and drive desired behaviors
  • Adapt communication style to effectively engage individuals/team by delivering communications positively and in support of goals and objectives
  • Prepare reports and analyze data to assist management with achieving call center goals and motivate continuous improvement through trend reporting analysis and metric management
  • Maintain in-depth working knowledge of the company’s products, systems and processes
  • Oversee and meet customer service metrics including KPI’s and SLA’s
  • Perform additional duties where needed

Required Skills/Experience:

  • High School Diploma or equivalent
  • 2+ years of supervisory experience
  • 5+ years of customer support experience
  • Excellent problem solving, leadership, and customer service skills
  • Strong organizational skills and the ability to multi-task within a fast-paced environment  
  • Ability to collaborate with co-workers across the organization
  • Demonstrate adaptability and flexibility which includes working evening and weekend schedules
  • Analytical, efficient, and thorough
  • Proficient knowledge of MS Office Suite (Word, Excel, Outlook)

Preferred Skills/Experience:

  • Bachelor’s Degree or equivalent
  • Supervisory experience in a call center environment
  • Ability to prioritize tasks that change frequently and manage unexpected demands
  • Dependable, follows instructions and takes initiative to solve problems
  • IVR Phone systems experience
  • Experience with Salesforce or other Force.com platforms
  • Knowledge of HTML, CSS, JAVASCRIPT
  • 6 years of DealerOn experience

 

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

  • Medical, dental and vision insurance
  • Company matched 401K plan
  • Flexible PTO + Sick Leave 
  • 4 weeks paid Parental Leave 
  • State of the art technology
  • Company-paid Basic Life Insurance
  • Voluntary Supplemental Life Insurance
  • Voluntary Long-term/Short-term disability insurance
  • Paid National Holidays
  • Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

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