19 days old

Customer Service Supervisor

Ascend Learning, Inc.
New York, NY
  • Job Code

Ascend Learning; LLC (www.ascendlearning.com) is a leading provider of technology-based educational, curriculum and assessment solutions for high-growth careers in a range of industries, including healthcare, fitness and wellness, and insurance and financial services. We provide outcomes-based solutions aimed at helping people enter, sustain and succeed in their chosen fields. Ascend employs more than 1,000 employees, with headquarters in Burlington, Mass., and offices in Kansas City metro, Phoenix metro, Minneapolis-St. Paul, Walnut Creek, California, Ann Arbor, Michigan, New York, and the U.K.

Who We Are
BoardVitals brings together content from major publishers, universities, and top healthcare professionals, creating the largest training ecosystem in medicine. BoardVitals helps healthcare professionals prepare for medical board exams, recertification exams (MOC), fulfill continuing education requirements, and in-service exams offering high-yield content in over 30 specialties.

Job Overview

We are looking for an innately empathetic Customer Service Supervisor to lead our growing customer service team. They will be responsible for setting the overall tone and strategy for the customer operations teams. The key goal of this role will be to define what our white glove customer service should look like, and build the processes where it can be delivered at scale. They will coach their team to meet their goals and KPIs, and handle escalated customer issues This role will both support and contribute to the frontline success of the company.

Responsibilities & Duties

  • Improve customer service experience, create engaged customers and facilitate organic growth

  • Setting a clear mission and deploying strategies focused towards that mission

  • Oversees cross functional work areas targeted to resolve issues raised by customers

  • Manages the customer service operations, which deals directly with customers and is the first point of contact.

  • Lead your team actively, providing guidance to direct reports during weekly 1:1 conversation, and in-the-moment coaching when it makes sense

  • Fully own CX Operation, actively driving improvements to our workflows and processes in order to meet our KPIs while driving costs down, all without sacrificing customer experiences and quality

  • Develops and implements process and procedures to improve operational efficiency.

  • Handle escalated issues, and implement strategies to prevent against them in the future

  • Maintains proper staffing across all shifts, and make hiring recommendations as needed

  • Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

  • Share customer feedback and information with other team members in order to continuously improve and evolve the customer experience

  • Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.

  • Align with leadership to stay ahead of business growth to ensure we are positioned for success

  • Track, analyze, and report performance data (i.e. SLAs, KPIs)

  • Create a structure and process to analyze customer contact data and use that information to drive improvements to the operation

Required Skills

  • Youre an organized doer with an exceptional ability to multitask - someone who will take initiative to make things happen

  • Youre energized by the idea of helping people grow and develop

  • You operate with a seamless blend of hands-on willingness to get operations established, but with the strategic vision to think ahead and build ahead

  • Youre a great team player who can collaborate with cross-functional teams within the organization, as well as outside vendors

  • You demonstrate a serious commitment to your own self development by participating in educational opportunities; reading professional publications; maintaining personal networks; or participating in professional organizations

  • You thrive in a fast-paced environment

  • Youre warm and approachable, and have a knack for making people feel instantly comfortable, yet also know how to hold people accountable

  • You have have an entrepreneurial spirit and look for new ways to contribute!

Education and Experience

  • BA/BS or 2+ years of experience working in a customer service focused environment

  • Experience using ZenDesk and other CRM tools

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

Posted: 2019-03-02 Expires: 2019-03-31
Sponsored by:
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Sponsored by:
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Customer Service Supervisor

Ascend Learning, Inc.
New York, NY

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