Job Details

Statement of the Position:

Strategically partnering with the Regional Area Director (RAD), the Regional Customer Service Supervisor is responsible for maximizing regional performance and productivity standards, ensuring initial training and onboarding of Customer Service Specialists (CSS), professional development and mentorship, and completion of annual Compliance requirements. The Regional Customer Service Supervisor is responsible for fostering professional development within the region. This role requires deep knowledge of the client work order management process and collaboration with the Customer Service Manager. The Regional Customer Service Supervisor will lead training programs and Customer Service initiatives under the direction of the Customer Service Manager. Additionally, this role is responsible for partnering with the Regional Area Director (RAD) in conducting periodic Customer Service productivity and performance audits within the designated region.

Company Description:

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client's lives by giving them self-reliance and independence. Our teams are comprised of enthusiastic individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client's needs.

Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than forty states, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

Duties and Responsibilities / Essential Functions:

• Provide leadership and guidance to maximize Customer Service performance, productivity, and professional development within the region.
• Ensure completion of all Customer Service training requirements within the region and collaborate with the Customer Service Manager on all training initiatives.
• Attend and lead regional training programs and Customer Service initiatives with the support of the Customer Service Manager.
• Partner with the RAD to conduct periodic audits of Customer Service performance and productivity by surveilling the Customer Service work queue.
• Have a deep understanding and expert competency of the client work order management process, client satisfaction programs, client inquiry resolution process, and all Customer Service applications to include telephonic platforms and other technologies.
• While this position is not intended to offset vacancies in the Customer Support team, this role may occasionally perform Customer Service Specialist duties at the branch level when necessary.

Travel:

• Up to 25% travel within the region, as needed.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets and fax machines

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak, hear, sit for extended periods, use hands repetitively to operate office equipment, and reach with hands and arms.

Required Education, Experience & Competencies:

• Bachelor's degree in business administration, Management, or related field preferred. Or equivalent work experience.
• Previous experience in customer service management or leadership role required.
• Strong leadership and communication skills.
• Ability to effectively collaborate with cross-functional teams.
• Expert competency of client work order management process and transaction cycle.
• Experience in conducting audits and analyzing performance and productivity metrics.
• Demonstrated ability to train other in small groups in live and virtual settings.
• Demonstrated exceptional customer service standards within the region.
• Experience in implementing customer service initiatives.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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