Supervisor, Customer Service (Strong Leadership and Customer Service Skills Preferred)

Description

ABOUT CCO CERTIFICATION:

CCO Certification (CCO) is a wholly owned subsidiary of the National Commission for the Certification of Crane Operators (NCCCO). NCCCO was formed in 1995 as a nonprofit organization with its mission to develop effective performance standards for safe load handling equipment operation to assist all segments of general industry and construction. 

CCO, established in 2014, supports NCCCO’s mission by developing effective performance standards; providing fair, valid, and reliable assessments; acting as an industry resource; and being the leader in providing certifications for those who work in and around load handling equipment. CCO is headquartered in Murray, UT and maintains an office in Palm Harbor, FL.

POSITION SUMMARY:

The Customer Service Supervisor will report directly to the Director of Customer Service. This position will train and develop representatives, assist in day-to-day operations, create reports and documentation to ensure the success of the department and serve as the main point of contact within the department. This position will serve as a working Customer Service Representative as needed and will be a front-line Supervisor for staff. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

• Responds to candidates and employer’s inquiries by phone and email.
• Assist in resolving candidate issues using professionalism and accuracy.
• Based on the information provided, determine the best way for a candidate or employer to obtain their certification. 
• Determine the nature of a candidate or employers call and direct them to the appropriate department.
• Responsible for providing appropriate responses to requests, suggestions, and/or complaints in a timely manner. 
• Referring these comments to the appropriate supervisor within a 24-hour time frame. 
• Providing front desk phone coverage as needed.
• Maintaining database of customer service calls and emails.
• Accurate spelling, grammar, punctuation, and attention to detail is required for all forms of communication.
• Assist department director with the development of training documents and strategies to increase department performance
• Onboard, train and develop representatives
• Serve as point of contact for representatives 
• Address certification and recertification questions from representatives 
• Coach staff through challenging customer service issues and escalated calls.
• Analyze data and repair reports for department director.
• Assist in sending out communication to candidates.
• Participate in outside vendor meetings.
• Prepare work schedules to ensure sufficient coverage.
• Supervise day-to-day activities of the team.
• Evaluate representative performance through quality assurance weekly meetings and on a yearly basis.
• Ensure departmental budget is tracked monthly.
• Other job-related duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

CCO is seeking applicants who reflect and understand our values: Quality, Integrity, Fairness, Excellence, Service and Respect. CCO is a fast-paced, high-energy organization with an ambitious agenda and staff that are highly motivated. This position may experience high work demands under tight timelines. Qualified applicants may possess any combination of education and experience enabling them to successfully perform the responsibilities of the position.

Education and/or Experience:

• High School Diploma or equivalent
• Minimum of 3 years of experience in a high call volume environment 
• At least 1 year of previous supervisor experience

Knowledge, skills, and abilities:

• Ability to meet deadlines in a fast-paced environment 
• Outstanding customer service skills
• Exceptional organizational skills
• Excellent computer-based skills, e.g. experience with Microsoft Suite (Outlook, Excel, Word, - Dynamics CRM is a bonus).
• The ability to multi-task with an attention to detail

JOB CONDITIONS:

CCO is seeking qualified applicants who reflect and understand our values: Quality, Integrity, Fairness, Excellence, Service and Respect. CCO is a fast-paced, high-energy organization with an ambitious agenda and staff that is highly motivated. This position may experience high work demands under tight timelines.

CCO is an equal opportunity employer.

BENEFITS

• Paid Time Off (PTO)
• 12 Paid Holidays
• 401k with Employer matching and Profit Sharing
• Medical, Dental and Vision Insurance
• Life Insurance
• Short/Long Term Disability Coverage
• Celebrating 29 years as an organization