Severn Trent Services Call Center - Customer Service Supervisor in Katy, Texas

Overview

The Customer Service Superviosr responsible for handling and processing incoming calls and requests from customers.

  • Call Center Customer Service Representatives management experience prefered

  • Must have experience with MS Office and Powerpoint.

Responsibilities

  • Takes, prepares, tracks and expedites customer orders and inquiries by phone and in person.

  • Fills out necessary paperwork associated with each transaction. Maintains customer information database by updating customer information when required. Generates reports as needed.

  • Refers service failure complaints to designated departments for investigation.

  • Assists in resolving customer complaints.

  • Inputs information regarding inspections and payments.

  • Prepares and maintains correspondence with customers.

  • May be responsible for maintaining a cash drawer and processing cash payments.

  • May be responsible for basic accounting responsibilities.

  • Assists in training new Customer Service Representatives.

  • Provides back up support for the Customer Service Supervisor.

  • Responsible for special projects as needed.

  • Other duties as assigned.

Qualifications

Education/Experience : High School Diploma or GED. 2-4 years related experience.

Technical : Intermediate proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing; Familiar with rate orders & contracts.

Communication : Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback. Communicates detailed information.

Problem Solving & Quality : Pays attention to detail. Identifies & solves complex issues. Escalates issues accordingly; Checks work for quality. Shares suggestions to improve quality & productivity. Identifies, solves complex issues.

Managing For Results : Works independently with minimal supervision. Takes projects to completion. Follows all company policies & SOPs. Manages multiple tasks, projects & priorities. Demonstrates flexibility in workflow & scheduling.

Leadership & Initiative : Demonstrates a positive attitude. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for leadership & development. Trains others. Takes charge in absence of supervisor.

PHYSICAL DEMANDS

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.

Job ID 2018-3070

Type Regular Full-Time

Location(s) US-TX-Katy

Posted Date 4/16/2018

Category Customer Service/Support