Avis Budget Group Customer Service Supervisor in Tulsa, Oklahoma
Leads a 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 direct reports, peers and leadership. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.
Essential Duties and Responsibilities
Supervisory responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems in accordance with the company policies.
Ensures that staff performance is in compliance with established procedures and meets or exceeds performance standards by employing management practices that promotes 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 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.
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/OSAT metrics.
Associate’s degree required; Bachelor’s preferred.
Three or more years of customer service experience; Call center experience preferred.
One or more years of management or supervisory experience.
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 and training skills.
Advanced knowledge and experience in MS Office applications preferred.
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.
Minimal travel is required.
Avis Budget is an EO employer – M/F/Vets/Disabled
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary, based on job location, department or the assignment. The actual essential duties, responsibilities and qualifications may vary by location, department, reporting structure or other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.