Customer Service Supervisor

at Billshark
Location Hopkinton, Massachusetts
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

If you're looking for a fun, start-up opportunity where you get to help people every day, look no further!

Our team loves it here so much that Fortune Magazine recognized us as a "Great Place to Work"! We were featured on the NBC Nightly News with Lester Holt (April, 2017) and won the HubSpot 2016 Inbound Pitch-Off against hundreds of other start-ups. We have also been highlighted on The Today Show, in The Washington Post, on Fox News, and on The Dave Ramsey Show! We also signed a deal with Shark Tanks biggest Shark, Mark Cuban!

We're growing and looking to add more Sharks to the Tank so we can continue to "WOW" our customers with exceptional service. We will give you all the tools you need to succeed in this role and you will have fun while youre doing it.

Responsibilities:

  • Perform forecasting for proper staffing recommendations
  • Assist agents with difficult customers
  • Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times.
    • 1st Response SLA 90%
    • Resolution SLA 98%
    • Avg 1st Response Time 2hrs
    • Avg Resolution Time 12 hrs
  • Monthly reporting on ticket count/reasons
  • Continuously look for ways to Improve the ticket process and the customers overall experience
    • Constantly review and document the entire customer journey
      • As it relates to direct customers and partner (keep screen shots up to date)
  • Continuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date/accurate
  • Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team!
  • Become an expert at Birdeye (reputation management platform)
    • 24 hour response time to all Public Reviews
    • 48 hour response time to all Private Reviews
  • Work directly with the Credit/Collections team to resolve customer billing inquiries
  • Maintain NPS and CSAT goals that result in an amazing customer experience
  • Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor
  • Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving
  • Self-starter who is able to thrive in a fast-paced, deadline-driven environment
  • Strong interpersonal skills and reliable work ethic
  • Passionate about providing customers with a great experience
  • Willingness to learn new things
  • Experience with MS Office suite and general technical capabilities

PI

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