Love's Travel Stops & Country Stores Customer Service Supervisor in Oklahoma City, Oklahoma
Req ID: 110382
The Supervisor of the Contact Center provides team leadership in creating an environment of service excellence that transcends service levels commonly experienced in the industry. It is a fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner.
Provides the highest quality customer experience and exceeds expectations of all internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism
Assists customers, stores, and restaurant personnel by handling questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, comment cards, U.S. mail, etc.
Creatively solves customer issues and provides resolutions to the customer’s satisfaction, and escalates issues as needed to the appropriate individuals or departments
Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner
Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records
Maintains ILR loyalty program by assisting customers and store personnel with ILR general program questions, status level, and performing account maintenance as needed
Handles all gift card balance inquiries, general questions, and bulk gift card orders
Generates reporting daily, weekly, monthly, and quarterly regarding agent performance metrics, customer call detail, resolution status, and historical trends
Creates, prints, addresses, and mails response letters to customers as needed
Achieves phone management metrics as determined for Contact Center Representatives
Performs project functions for the team such as scheduling, reporting, etc.
Involvement in I.T. projects related to the Contact Center
Handles customer escalations via telephone call, BBB complaints, etc.
Instrumental in new hire training
Other duties assigned as needed
EDUCATION AND EXPERIENCE:
HS Diploma or equivalent required
5 years experience as a call center supervisor, leading a team of 10 or more.
SKILLS AND PHYSICAL DEMANDS:
Hard skills: Microsoft Office knowledge, Customer Service Software, and 60+WPM
Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask
Typical Physical Demands:
Requires prolonged sitting, some bending and stooping
Occasional lifting up to 25 pounds
Manual dexterity sufficient to operate a computer keyboard and calculator
Requires normal range of hearing and vision
Possible nights and weekends
Clean Places, Friendly Faces. It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our 'Country Stores' are fueling stations with a convenience store attached. The larger ' Travel Stops' are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled