Customer Service Supervisor
Columbus, Ohio
Research and own escalations, make decisions for most appropriate resolution. Recognize trending behavior and inquiries. Provide additional training, instruction, and coaching. Take action to educate. Ensure thorough understanding of policy and procedure, assist with alternative solutions, explain and support with documentation reasons for decision or work flow. Access and monitor associate metrics, current states and scheduled activity, provide weekly statistic updates to the team. Pull and review contacts through call recording system. Communicate clearly, courteously, demonstrate active listening. Simplify, clarify, reiterate the situation. Know when to contact an individual or department for assistance in order to solve and close case. Submit research, request, and trouble tickets. Proven ability to multitask. Exceptional accuracy with quality results. Account management. Troubleshooting.