Tier 1 Customer Service Representative (CSR) Supervisor with Security Clearance
Overview Tier 1 Customer Service Representative Supervisor Clearance:
Active Secret Security Clearance REQUIRED Location:
Remote The Tier 1 CSR Supervisor will remotely supervise a team of Tier 1 Customer Service Representatives in a policy support contact center.
Responsible for leading, mentoring, and managing Tier 1 CSRs to maintain exceptional customer service and support on policy-related questions.
Work to enable the smooth and continuous delivery of customer service operations, maintain high-quality service levels, and foster a positive and collaborative work environment.
Responsibilities
Responsibilities:
The supervisor is responsible for the performance, quality, and adherence of their team of CSRs.
Tier 1 supervisors will:
Supervise and lead a team of remote Tier 1 Customer Service Representatives, providing guidance, coaching, and support to ensure consistent performance and achievement of key performance indicators (KPIs).
Monitor the team's daily operations, including inbound customer interactions via phone, email, or chat, to ensure prompt and effective resolution of policy-related inquiries and adherence to client policies and procedures.
Conduct regular team meetings, huddles, and one-on-one coaching sessions to provide feedback, address performance gaps, and foster a culture of continuous improvement.
Ensure team members have access to necessary resources, tools, and training materials to deliver exceptional customer service and maintain comprehensive knowledge of policies, procedures, and updates.
Collaborate with other supervisors, managers, and cross-functional teams to identify and implement process improvements, streamline workflows, and enhance the customer experience.
Monitor and analyze performance metrics, such as average handle time, first contact resolution, customer satisfaction scores, and adherence to SLAs, and take appropriate actions to drive performance improvement.
Conduct regular quality assurance audits of customer interactions, providing feedback and coaching to ensure consistent adherence to quality standards and policy guidelines.
Handle escalated customer complaints or complex issues, working closely with Tier 2 support, other departments, and stakeholders to ensure swift resolution and customer satisfaction.
Stay updated on industry trends, best practices, and regulatory changes related to policies and customer service, sharing knowledge and implementing necessary updates within the team.
Maintain accurate records of team performance, attendance, and other relevant data using designated systems or tools.
Foster a positive team culture, promoting employee engagement, motivation, and professional development opportunities.
Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals Monitor CSR quality and performance and provide feedback and coaching as appropriate.
Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool Manage unplanned shrinkage Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures Perform tasks to assure service level and quality requirements are met Maintain department records related to CSR coaching and performance improvement Immediately report system issues to manager and other appropriate parties Continually look for and suggest process improvements that will benefit our customers May be required to work weekends, holidays, or off-shift, as necessary Qualifications
Qualifications:
Required:
Bachelor's degree and 6 months of contact center supervisory experience required OR Associates Degree
2 years additional experience OR.
Diploma
4 years additional experience 6 months of contact center supervisory experience required 2 - 3 years customer service or contact center experience preferred Proven experience in a supervisory or team lead role, preferably in a remote or virtual setting.
Strong leadership and people management skills, with the ability to motivate and develop a remote team effectively.
Excellent knowledge of customer service best practices, policies, and procedures.
Exceptional communication skills, both written and verbal, with the ability to provide clear instructions, feedback, and coaching to remote team members.
Analytical mindset with the ability to interpret and analyze data to drive performance improvements.
Proficiency in using contact center software, CRM systems, and other relevant tools.
Ability to handle multiple priorities, adapt to change, and work in a fast-paced and dynamic environment.
Strong problem-solving and decision-making abilities, with a focus on customer satisfaction and business objectives.
Self-motivated and results-oriented with excellent time management and organizational skills.
Ability to effectively collaborate with cross-functional teams and stakeholders.
Company Overview Integral Federal is united by a shared passion of excellence in service.
We are an Equal Opportunity Employer that cultivates a culture of diversity, equity, and inclusion, and are headquartered in Rockville, MD with offices in Charlottesville, Fredericksburg, DC and Aberdeen.
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401K.
That means you don't have to wait an entire year to earn matching funds for your retirement contributions! Give us a try and become part of a curated group of intelligence professionals at Integral Federal Inc.
Our package also includes:
Medical, Dental& Vision Insurance Flexible Spending Accounts Short-Term and Long-Term Disability Insurance Life Insurance Paid Time Off - Holidays, Vacation & Sick Days Earned bonuses and awards Professional Training Reimbursement Paid Parking Employee Assistance Program Recommended Skills Adaptability Auditing Business Process Improvement Communication Customer Experience Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
Active Secret Security Clearance REQUIRED Location:
Remote The Tier 1 CSR Supervisor will remotely supervise a team of Tier 1 Customer Service Representatives in a policy support contact center.
Responsible for leading, mentoring, and managing Tier 1 CSRs to maintain exceptional customer service and support on policy-related questions.
Work to enable the smooth and continuous delivery of customer service operations, maintain high-quality service levels, and foster a positive and collaborative work environment.
Responsibilities
Responsibilities:
The supervisor is responsible for the performance, quality, and adherence of their team of CSRs.
Tier 1 supervisors will:
Supervise and lead a team of remote Tier 1 Customer Service Representatives, providing guidance, coaching, and support to ensure consistent performance and achievement of key performance indicators (KPIs).
Monitor the team's daily operations, including inbound customer interactions via phone, email, or chat, to ensure prompt and effective resolution of policy-related inquiries and adherence to client policies and procedures.
Conduct regular team meetings, huddles, and one-on-one coaching sessions to provide feedback, address performance gaps, and foster a culture of continuous improvement.
Ensure team members have access to necessary resources, tools, and training materials to deliver exceptional customer service and maintain comprehensive knowledge of policies, procedures, and updates.
Collaborate with other supervisors, managers, and cross-functional teams to identify and implement process improvements, streamline workflows, and enhance the customer experience.
Monitor and analyze performance metrics, such as average handle time, first contact resolution, customer satisfaction scores, and adherence to SLAs, and take appropriate actions to drive performance improvement.
Conduct regular quality assurance audits of customer interactions, providing feedback and coaching to ensure consistent adherence to quality standards and policy guidelines.
Handle escalated customer complaints or complex issues, working closely with Tier 2 support, other departments, and stakeholders to ensure swift resolution and customer satisfaction.
Stay updated on industry trends, best practices, and regulatory changes related to policies and customer service, sharing knowledge and implementing necessary updates within the team.
Maintain accurate records of team performance, attendance, and other relevant data using designated systems or tools.
Foster a positive team culture, promoting employee engagement, motivation, and professional development opportunities.
Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals Monitor CSR quality and performance and provide feedback and coaching as appropriate.
Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool Manage unplanned shrinkage Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures Perform tasks to assure service level and quality requirements are met Maintain department records related to CSR coaching and performance improvement Immediately report system issues to manager and other appropriate parties Continually look for and suggest process improvements that will benefit our customers May be required to work weekends, holidays, or off-shift, as necessary Qualifications
Qualifications:
Required:
Bachelor's degree and 6 months of contact center supervisory experience required OR Associates Degree
2 years additional experience OR.
Diploma
4 years additional experience 6 months of contact center supervisory experience required 2 - 3 years customer service or contact center experience preferred Proven experience in a supervisory or team lead role, preferably in a remote or virtual setting.
Strong leadership and people management skills, with the ability to motivate and develop a remote team effectively.
Excellent knowledge of customer service best practices, policies, and procedures.
Exceptional communication skills, both written and verbal, with the ability to provide clear instructions, feedback, and coaching to remote team members.
Analytical mindset with the ability to interpret and analyze data to drive performance improvements.
Proficiency in using contact center software, CRM systems, and other relevant tools.
Ability to handle multiple priorities, adapt to change, and work in a fast-paced and dynamic environment.
Strong problem-solving and decision-making abilities, with a focus on customer satisfaction and business objectives.
Self-motivated and results-oriented with excellent time management and organizational skills.
Ability to effectively collaborate with cross-functional teams and stakeholders.
Company Overview Integral Federal is united by a shared passion of excellence in service.
We are an Equal Opportunity Employer that cultivates a culture of diversity, equity, and inclusion, and are headquartered in Rockville, MD with offices in Charlottesville, Fredericksburg, DC and Aberdeen.
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401K.
That means you don't have to wait an entire year to earn matching funds for your retirement contributions! Give us a try and become part of a curated group of intelligence professionals at Integral Federal Inc.
Our package also includes:
Medical, Dental& Vision Insurance Flexible Spending Accounts Short-Term and Long-Term Disability Insurance Life Insurance Paid Time Off - Holidays, Vacation & Sick Days Earned bonuses and awards Professional Training Reimbursement Paid Parking Employee Assistance Program Recommended Skills Adaptability Auditing Business Process Improvement Communication Customer Experience Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
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