Supervisor, PSA Customer Care
$67,535–$79,453 year
On-sitePlano, Texas, United States
Job Summary
Define and implement operational KPIs and standard operating procedures for the PSA Customer Care Representative team to ensure timely and excellent service delivery. Staff the team to support business growth while driving continuous improvement in training and onboarding processes. Partner with management to design a seamless customer experience strategy supported by data and brand insights, ensuring customer satisfaction levels meet company standards. Lead a team of Customer Care Representatives through periods of heightened demand, providing mentorship and direction to maximize performance and facilitate organizational change.
Required Qualifications
- 6+ years of customer service related experience
- 2+ years supervising a customer service or call center team in a service-based business
- Bachelor's or Associate's degree or equivalent working experience
- Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed and quality of customer care delivery at scale
- Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change
- Proven supervisory abilities and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change
- Clear and professional oral and written communication skills in both positive or negative situations
- Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things
- Experience with Salesforce or similar CRM
- Candidates must be authorized to work in the United States
- Onsite Requirement: This role requires you to be onsite in the office 5 days per week
- Work shift: 9am-7pm CST, 4 days a week
Desired Qualifications
- Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed and quality of customer care delivery at scale
- Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change
- Proven supervisory abilities and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change
- Clear and professional oral and written communication skills in both positive or negative situations
- Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things
- Experience with Salesforce or similar CRM; implementation experience is a plus
- Experience attending trade shows or other events is a plus
- Familiarity with collectibles and the trading card hobby is a plus
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