Customer Service Supervisor (Sales)

TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a Customer Service Supervisor to join our team in Houston, Texas.

 

Job Summary:   The Customer Service Supervisor is primarily responsible to supervise, train, and monitor the daily activities of the customer service staff. This responsibility includes ensuring all service requirements are protected and accounted for in accordance with standards as described in the contract and operational procedures. The Customer Service Supervisor addresses all customer service issues pertaining to account related inquiries and violations by executing duties and responsibilities personally or through subordinate staff.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Daily monitoring of Customer Service Metrics. This includes reporting any discrepancies to management.
• Coordinate daily tasks and work load for clerks and supervise CSC Operations to ensure metric compliance, operational efficiencies, and excellent customer service.
• Work with CSC Team Leaders and QA Department to ensure that resources are used efficiently, and costs are being controlled.
• Analyze and aid in creation of processes and procedures that improve the efficiency of our Call Center Operations and make any corresponding adjustments to work schedules, tools, or processes used in the department.
• Work with staffing agency to coordinate schedules, hires, provide recommendations, operational changes, etc.
• Provide support to the CSC.

 

Education:  High school diploma or general education degree (GED) required, Associates degree (A.A.) or equivalent from two-year college or technical school preferred.

 

Required Skills & Experience: 

• Proficient in use of computers - Windows based PC (including Excel, Word, etc)
• Excellent analytical skills
• Ability to work under pressure and with deadlines
• Multi-tasking skills needed
• Very organized and good time management skills

 

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate.

Customer Support