Customer Service Supervisor Job at Robert Half in Lombard

Responsibilities:

• Oversee the detail oriented and timely handling of incoming calls, ensuring excellent grammar and diction.

• Carry out thorough research to resolve customer inquiries related to our services.

• Keep our system updated with detailed and accurate call comments on a daily basis.

• Promptly escalate any significant issues to the relevant department.

• Regularly check work emails and stay updated with company communication channels.

• Support customers in completing credit card transactions for payments.

• Aid in the training, monitoring, and development of Call Center Representatives, ensuring quality in their phone calls and reports.

• Take part in the recruitment process of Call Center Representatives, including their onboarding and training.

• Contribute to the annual performance appraisals of employees and issue necessary disciplinary warnings.

• Proven experience in a manufacturing environment
• Proficiency in using ADP - Financial Services
• Knowledge of Avaya CMS
• Strong skills in CRM and ERP - Enterprise Resource Planning
• Familiarity with ERP Solutions
• Experience with About Time software
• Ability to handle Answering Inbound Calls effectively
• Auditing skills to ensure quality control
• Knowledge of Billing Functions in a manufacturing environment
• Experience in managing Cash Activity.