Customer Service Supervisor

Customer Service Supervisor

TDB Communications is seeking a full-time Customer Service Supervisor to join our team in Washington, DC.

To prepare you for this role, TDB provides paid training as well as the appropriate equipment to be successful Customer Service Supervisor.

Pay and Benefits:

• Base rate: based on experience
• Medical, Dental, and Vision benefits available
• 401(k) available with company match
• Paid holidays
• PTO

Work Schedule: Monday through Friday, 8am-5pm EST

Duties:

* Oversees Customer Service Specialist teams

* Performs trend and statistical analyses to manage work performance

* Monitors call volume and call center staff to verify performance to Gainwell and contract standards

* Performs internal audits and quality reviews of responses from Customer Service Specialists

* Serve as the Subject Matter Expert during both ramp-up and steady-state phases

* Train, track and remain knowledgeable of project changes

* Train staff on a as needed basis to remain updated on project and process changes

* Resolve customer complaints in a timely and professional manner

* Analyze performance to identify opportunities and trends

* Maintain open communication with internal and external leadership

* Coach, motivate and develop employees to improved performance

* Adhere to policies, processes, and procedures to ensure customer satisfaction

* Conduct staff meetings and huddles as established by the project

* Identify and report potentially fraudulent activity

* Ensure and maintain proficiency with each of the project tools and systems

* Maintain detailed documentation of all, client, customer, and employee interaction

* Handle escalated complaints and issues, ensuring prompt and effective resolution

* Collaborate with other departments to ensure a seamless experience

About TDB

TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We've have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.