Customer Service Supervisor

Montebello, CA
Posted: 7/22/2015PST
Category: Customer Service
Job Type: Contract
Minimum Experience: Not Specified
Salary: $ 17.00 - $ 20.00
Recruiter Name: Kathryn Tobias
Job Description
Job Title: Customer Service Supervisor
Job Location: Montebello, CA 90640
Job Type: Temp-to-Hire (30-90 day term)
Work hours: 6:30 AM – 3:00 PM, Monday to Friday

POSITION DETAILS
Coordinates with Manager of all responsibilities regarding sales and customer support programs by performing the following duties.
 
ESSENTIAL DUTIES & RESPONSIBILITIES
·        Answers incoming dedicated phone lines, troubleshoots with customers, and dispatches service technicians via routine correspondence to Service Centers.
·        Coordinates installation requests between the customer, end user and service technician.
·        Receives and prepares invoices to be approved by the manager.
·        Prepares and process billings for defected parts not returned.
·        Prepares and process credit memos for returned items.
·        Prepares work orders for billing.
·        Part of On-Call rotation
·        Back-Up Technical Support with incoming calls.
·        Assist Technical Support with E-mails.
·        Logs payable information once invoices have been processed.
·        Assists with training new employees.
·        Prepares and ships training materials for National Training Program.
·        Maintain and control Service Center’s data; Prospect and Authorized Service Centers. Submits & tracks vendor number request forms.
·        Scans and attaches service invoices into JDE.
·        Scans and logs payable information.
·        Maintain and files insurance certificates, credits, denials.
·        Prepares outgoing billing and misc. correspondence.
·        Assists in maintaining the service provider listing on the website.
·        Assists with supervisory functions when Manager is not available.
·        Cross train new employees.
·        Other duties and projects as assigned.
Job Requirements
REQUIREMENTS
  • Proficient in Microsoft Office suite (Outlook, Word, Excel); 40wpm and 10key by touch; computer literacy
  • Must be able to multi-task with a proactive and positive mindset
  • Proven time management skills
  • Strong organizational and problem solving skills
  • Excellent writing and proofreading abilities are mandatory with an emphasis on accuracy, spelling, punctuation, and grammar.
  • Strong written and oral communication skills, as well as listening skills
  • A keen attention to detail and strong organization skills are required
  • Candidates must be personable, have the ability to effectively communicate with clients and all staff types, and must be able to interact in a service-oriented environment 
  • We are looking for someone who has strong initiative, is eager to learn, and is able to work independently while being a team player
 
EDUCATION / EXPERIENCE
  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
  • Two (2) to four (4) years of demonstrated call center, customer support and inside sales experience.
  • A minimum of technical training or education preferred.
  • Experience in technical services dispatching is highly desirable.
  • Experience with Adobe Acrobat and J.D. Edwards software is strongly preferred.
 
Skills/Abilities
Language:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or Team Members of the organization.
 
Mathematical:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
 
Reasoning:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

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