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Job Description
The Customer Support Supervisor oversees and develops a staff responsible for providing customers with outstanding customer and technical support. You will maintain metrics for Customer Support Representative goals, and assist them to be successful in attaining these goals and maintaining good customer relations on an ongoing basis by coaching and mentoring.
As a Customer Support Supervisor, you will:
- Supervise, coach and lead a team of 15-20 representatives to provide superior customer support. Be responsible for overall direction, coaching and evaluation of this group of people.
- Check in on representatives' calls/chats for quality, accuracy and professionalism. Analyze call/chat cases and trends as a tool to reduce future support calls/chats.
- Interact with Training department to ensure the representatives are receiving the proper training and materials to keep up with new products/procedures and new releases of old products.
- Research department problems and issues and develop and implement solutions to these then track the results. Maintain good communication with company departments and keep departmental employees updated on all products, policies and procedures.
- Respond to support incidents where the customer is being difficult or has been frustrated by customer support issues. These calls/chats may come from within the department or from outside departments.
- Build and maintain departmental SharePoint articles.
- Select, recruit and interview new personnel.
- Step in and make decisions in the absence of the Customer Support Manager.
Qualifications
Education & Experience
- Associates Degree or equivalent experience, AND three years Customer Support experience, OR equivalent combination of education and experience.
Digital Literacy
- Basic knowledge of various computers and operating systems as well as word processing and spreadsheets.
- Familiar with PC and MS office applications.
- Virtual meeting software proficiency.
Other General Skills
- Excellent interpersonal skills, as well as verbal and written communication skills. Ability to speak effectively before groups of customers or employees of organization.
- Demonstrated ability to multi-task and work in a self-directed environment with a focus on results.
- Ability to read and interpret documents such as, help files, knowledge base articles, procedure manuals and instructions furnished in written, oral, diagram, or schedule form.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Additional Information
All your information will be kept confidential.
Salary Range: $61,800 - $63,400
This range is based on national market data and may vary by location.
Benefits for eligible employees include:
- World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 12Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!
EQUAL OPPORTUNITY EMPLOYER
Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATIONS
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact .
When you join Renaissance®, you enter a global pre-K–12 education technology leader.
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