Customer Service Supervisor

Insight Communications

Louisville, KY


Primary Responsibilities but not limited to:

  • Large percentage of the job is coaching and counseling CSRs to improve sales opportunities and customer service.
  • Foster a Fun, Energetic and Creative work environment.
  • Foster a service and transitional sales culture though focusing on call flow and scripting a well as first call resolution of the inbound customer calling experience.
  • Continuous coaching and employee engagement.
  • Drive compliance of Transitional Sales thru Call Flow and Scripting.
  • Identify challenges and provide subject matter expertise in selling and overcoming objections.
  • Lead and improve the accountability of Customer Service Representatives individual and team scorecard metrics based on established measurements of performance.
  • Analyzes and monitors daily telephone activity to ensure compliance with performance standards by monitoring calls and side by side with CSRs.
  • Establishes and communicates goals.
  • Assists in determining the resolution of all customer situations.
  • Operates computer and other office equipment as required.
  • Other functions that may be assigned.

Preferred Knowledge, Skills and Abilities

  • BS Degree preferred or equivalent experience.
  • One to two year’s customer service experience supervisory (preferably in call center atmosphere).
  • Previous transitional sales Supervisory experience.
  • Ability to communicate effectively with company personnel, customers, business and professional people at all levels.
  • Ability to maintain records in a well-organized manner.
  • Knowledge of computer operations.

Physical Demands and Work Environment

  • Fast Paced often high pressure office environment
  • Exposure to moderate noise levels
  • Walking the Call Center Floor

Insight Communications
Rosalind Scheitlin, Regional Recruiter

Apply online: Join Team Insight.