ValueVision Media (previously ShopNBC)

Customer Service Supervisor - Bowling Green, KY

Bowling Green, KY
Mar 15, 2012
May 03, 2012
Employment Status
Full Time
Job Title: Customer Service Supervisor
Job Title: Location: Bowling Green, KY
Department: Customer Service
Reports to: Customer Service Manager
Supervises: Customer Service Coach, Customer Service Representativesbr> br> Position Overview:
 Supervises the day-to-day operations of the ShopNBC Customer Service department and directs the activities of Customer Service Representatives and Team Coaches to ensure that service goals are attained and the business operations are fully supported.

 Work Schedules: Full-Time, 2nd Shift 3:30-Midnight (Must be willing to work a weekend rotation)

Success Attributes:
 Implements a consistent communication system between management and the CSR staff to ensure the employees have the necessary information to perform at the highest level and feel that they are an integral part of the success of our operation. Maintains a positive environment through fair and consistent treatment for all employees and responds quickly to issues and problems with proactive, customer focused solutions.

Essential Functions:

Principle Accountabilities & Authorities:
 Supervisory Responsibilities - Provides firm, fair, and consistent feedback to all CSR staff to support individual growth and maintain a positive work environment. Finds ways to motivate, praise, bolster self-confidence, and increase job satisfaction with each member of the CSR staff. Ensures that corporate policies and procedures are followed and are consistently applied for issue resolution. Monitors performance of employees to ensure that service goals are met. Provides on-going communication and process improvement suggestions to the Customer Service Manager and/or the Customer Service Director. Supports Red Carpet Care programs by providing great customer service to both internal and external customers.

 Administrative - Organizes and assigns workload for CSRs and Team Coaches. Maintains customer management system/reports and other tools or reports used to measure the overall performance of the Customer Service Department. Completes performance reviews for CSRs and Team Coaches. Completes special projects requested by the Customer Service Manager and/or the Customer Service Director.

 Decision Making/Problem Solving - Resolves day-to-day problems in the Customer Service Department and interacts with staff to stay on top of issues, problems, and trends. Provides appropriate coaching and corrective discipline as needed to address non-compliance issues.

Other duties as assigned
No travel required.

Career Path:
Customer Service Supervisor President's Line, Customer Service Manager


Bachelor's degree (B.S.) or equivalent combination of education and experience.

 Previous call center experience required.
 12 months supervisory experience needed.
 Strong Customer Service orientation
 Supervisory Experience in a contact center environment
 Strong problem solving and decision making skills
 Proven organizational skills and time management skills
 Conflict management skills
 Excellent communication skills
 Strong inter-personal and motivational skills
 Proficient in Excel, Word, Outlook and PowerPoint

Physical Activity:
 Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling. Exerting up to 50lbs of force occasionally or up to 20lbs of force frequently and/or up to 10lbs of force constantly.
 Repetitive Motions: Substantial movements (motions) of the wrist, hands, and/or fingers.
 Talking: Expressing or exchanging ideas by means of the spoken work. Those activities, which demand detailed or important instructions spoken to other workers accurately, loudly or quickly.
 Hearing: Perceiving the nature of sounds with no less than a 40-db loss.
Ability to receive oral communication and make fine discriminations in sound.

Visual Demands:
 Operators: This is a minimum standard for those whose job requires work done at close visual range. (i.e. preparing and analyzing data and figures, clerical and administrative functions, accounting, computer terminal use, extensive reading, visual inspection, operation of machines, using measurement devices, assembly or fabrication of parts.

Physical Requirements:
 Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

 None: Individual not substantially exposed to adverse environmental conditions - typical office or administrative work setting.

 Headset
 Calculator
 Office supplies (pens, staplers, pencils, etc.)
 PC equipment (monitor, keyboard, printer, etc.)
 PC software