Customer Service Supervisor - (US-MI-Southfield - 48086)

Minimum Education: None
Jobcode: L:95800809
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Please apply @ verizonwireless.com/careers job 227378  Call Center Customer Service Supervisor – Verizon Wireless
 
Thank you for your interest in our Customer Service Supervisor position at our call center in Southfield, MI!
 

Who we are
Verizon Wireless owns and operates the nation’s most reliable wireless network, serving over 60 million voice and data customers.   Headquartered in Basking Ridge, New Jersey, Verizon Wireless is a joint venture between Verizon Communications and Vodafone.
 

What we offer our Customer Service Supervisors
Beyond a progressive environment, we offer a competitive salary and a comprehensive benefits plan featuring:
       Medical, dental, and 401K on your first day of employment
       Tuition Assistance
       Discount Employee Phone Program
       Life Insurance
       The full-time position pays $­­ 42,000 per year   or more
       Performance-based yearly incentive/bonus pay
       Incentives for various shifts and/or holiday work
 

Customer Service Supervisor Job Description
The job responsibilities include: supervising, coaching, motivating and developing a team of Customer Service Representatives with the goal of ensuring optimal productivity and quality satisfaction.   This includes evaluating and managing employee performance, providing frequent ongoing coaching and development, conducting monthly performance reviews, and handling customer calls and escalations.   You are responsible for monitoring performance through observations and the use of center/metric reporting.   You are also responsible for partnering with the call center leadership team to better communicate and achieve center goals .
 

Call Center Hours and Work Schedule
Our supervisors work with representatives to promote an environment offering 100% customer satisfaction.   Supervisors work closely with reps by frequently monitoring customer calls and later providing developmental feedback.   We have full-time positions available.
 
Our call center hours are   6 a.m. –   11a.m./p.m., 7 days a week, 365 days a year.   Work schedules do rotate from time to
time, and some holidays may be required.  
 
Customer Service Supervisor Training
Training and transition is paid at your regular pay rate; it is 6 weeks in length.   Training schedule is 8 a.m. –5 p.m. and will begin on January 5, 2010.
 

Potential Candidates Must….
       Have the ability to work in a fast-paced, intense, and results-oriented environment
       Have e ffective professional oral and written communication skills with a proven ability to write and understand policies, procedures and other documentation
       Must be flexible and adaptable, based on the needs of the business in the ever-changing environment within our organization
      Have the ability to coach representatives and effectively handle escalated calls with customers
      Be able to work shift work anytime from   6a.m. –   11p.m., in a call center that is open 365 days a year