Customer Service Supervisor
Salary undisclosed
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TechFlow is immediately hiring an experienced Customer Service Supervisor to support a high profile government contract for our Platform Services team. This hands-on Customer Service Supervisor will focus on managing the 24/7 customer service representatives and operations coordinators.
Please note: This is a fully remote position that rotates weekends on-call for escalation with operations coordinators.
Key Responsibilities
About TechFlow
Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government's most demanding mission and business challenges.
Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.
TechFlow has three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.
Benefits
TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!
Please note: This is a fully remote position that rotates weekends on-call for escalation with operations coordinators.
Key Responsibilities
- Provide daily direction and communication to employees and keep the team focused so they perform efficiently
- Assist with escalated issues from team as required
- Team Scheduling for 24/7/365 coverage
- Validate agents are performing work as documented by monitoring KPIs
- Complete Quality Assurance checks on tasks performed by team
- Provide guidance/re-training when necessary
- Report to upper management performance of CSRs against KPIs/SLAs related to telephone and email communications
- Continual evaluation of processes and procedures, combined with the ability to provide training/coaching
- Ability to reconcile data between multiple systems using excel
- Problem solving and critical thinking skills combined with situational awareness and adaptability in the face of challenging circumstances
- Act as backup on tasks for Program Specialist
- Approve employee time cards
- Complete annual performance reviews and mid-year assessments for employees
- Rotating on call for weekends/holidays with Operations Coordinators for escalation with operations coordinators
- Bachelor's Degree
- 5+ years' experience in customer service
- Experience with ticketing systems and call center telephony equipment
- Experience responding directly to customer issues and providing excellent customer service, both verbally and in writing
- Experience supervising remote employees
- Minimum three years supervising a team
- Experience with Microsoft Programs
- Must be able to obtain and maintain Public Trust Clearance
About TechFlow
Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government's most demanding mission and business challenges.
Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.
TechFlow has three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.
Benefits
TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!
- Employee stock ownership plan (ESOP) - Pride in being an employee-owner and annual employer contribution (per plan guidelines)
- 401k plan with Roth option
- Eligibility for an employer match
- Immediate vesting
- Paid time off
- Holidays - 11 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary benefits include:
- Life & AD&D Insurance for employee, spouse, and children
- Short-term and long-term disability (per plan guidelines)
- Legal Shield and Identity Theft protection plans
- Pet Insurance
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