Supervisor Customer Service

The Impact you'll Make:

Leads a contact center customer-centric team focused on providing knowledgeable, courteous and professional service to our customers. This position is responsible for the day-to-day leadership of the team with budget, quality and timeline accountability. Responsible for fostering a best-place- to- work environment by being approachable and supportive of subordinates, peers and leadership. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.

What you'll do:

• Supervisory responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance; rewarding and disciplining employees; improving employee engagement, addressing complaints and resolving problems in accordance with the company policies.
• Ensures that staff performance complies with established procedures and meets or exceeds performance standards by employing management practices that promote customer loyalty and protects the company brand, as well as the integrity of the customer service function.
• Monitors representatives' responses, technical accuracy, and conformity to company policies when addressing questions about service, products and account status.
• Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries. Completes other administrative duties and additional projects, as assigned, in an accurate and timely manner. Creates or generates performance reports.
• Maintains thorough knowledge of company website, company policies and procedures.
• Identifies business trends and suggests changes to strategies to improve the customer experience, NPS and drive increases in revenue and growth.
• Manages difficult and escalated customer interactions, responds promptly to client needs, and solicits customer feedback of the customer experience.
• Other duties and responsibilities as assigned.

Supervisory Responsibilities

The supervisor has overall responsibility for the customer service team by providing strategic direction, coordination and evaluation of the team by coaching and mentoring representatives to drive performance improvement initiatives and meet departmental KPIs. Manages the performance of the representatives and provides them with training, mentoring, performance expectations, performance appraisals and career path opportunities. Success will be measured by attainment of KPIs, customer survey feedback, QA scores and NPS metrics.

What we are looking for:

Required Experience

• Preferred candidate will have an Associate's or Bachelor degree
• Minimum of 3 years customer service experience; Contact center preferred.
• Preferred candidate will have at least 3 years of previous supervisory experience in a similar business operation.
• Preferred candidate will have prior experience leading and managing remote/WFH employees.
• Previous project management experience preferred.

Required Knowledge, Skills and Abilities

• Excellent communication (verbal and written), interpersonal, and presentation skills.
• Strong leadership, decision making, and problem-solving skills.
• Strong coaching, employee engagement/retention and training skills.
• Advanced knowledge and experience in MS Office applications preferred.
• Highly proficient with various customer care applications such as WATSON, AWS, XVR, etc.
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced and time critical environment.
• Strong analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions to solve complex business problems.
• Ability to work under pressure, independently as well as part of the team.
• Organized and detail oriented with excellent follow-up skills.
• Punctual and regular attendance is an essential function of this position.

Travel Requirements

Minimal travel is required.

Perks you'll get:

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages

• 401(k) Retirement Plan with company matched contributions

• Full training to learn the business and enhance professional skills

• Employee discounts, including discounted prices on the purchase of Avis/Budget cars

• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
• Community involvement opportunities

Who are we?

Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities.

The fine print:

Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled.