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.

MAJOR RESPONSIBILITIES:

  • 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:

  • Education:

  • HS Diploma or equivalent required

  • Experience:

  • 5 years experience as a call center supervisor, leading a team of 10 or more.

SKILLS AND PHYSICAL DEMANDS:

  • Skills:

  • 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