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Customer Care Supervisor

Company: Mom's Meals
Location: Des Moines
Posted on: September 6, 2020

Job Description:

Job Description: Position Summary The Customer Care Supervisor leads ateam of approximately 20 call center reps handling inbound and outbound calls placing client meal orders, addressing questions, and providing exceptional customer service. Position Responsibilities * Tracking and documenting employee performance both formally and informally * Complete employee performance reviews * Interviews, hires, terminates employees, when needed, with assistance from Human Resources * Creates and distributes necessary call center reports as requested by management * Training, motivating, developing, and coaching employees to drive customer satisfaction, efficiency, and performance * Determines training requirements for new hires and additional performance-based training for existing representatives, as needed * Answers rep questions and handles customer escalations * Manages productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner * Scheduling of Representatives based on call center volume and needs * Approval of weekly timecards and resolving employee issues per Company policy and/or with Human Resources assistance * Coordinates and provides assistance in managing necessary call campaigns, such as Welcome and Exit Campaigns Required Skills & Experience * High School Diploma or GED * At least 5 years of experience in direct customer contact call center environment to include minimum 2 years of experience in a supervisory role managing direct reports * Proficient in Microsoft Office * Strong problem solving and analytical skills * Excellent verbal and written communication skills * Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner * Sincerity and passion for helping people Preferred Skills & Experience * Bacehlors Degree * Bilingual (English / Spanish) * Demonstrated ability working with the elderly, disabled, and other individuals at risk exhibiting empathy and compassion to improve their quality of life, support, and access to needed services Physical Requirements * Repetitive motions that include the wrists, hands and/or fingers * Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods * Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus Company Overview Mom's Meals, is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 20 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others. EEO Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.

Keywords: Mom's Meals, Des Moines , Customer Care Supervisor, Other , Des Moines, Iowa

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