Bilingual Customer Service Supervisor

The Customer Service Supervisor will be responsible for overseeing and sharing the daily operations of the customer service department. Their duties include but not limited to communicating customer service objectives to Customer Service Representatives and other departments, compiling data to make assessments of their department’s progress, and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

Responsibilities

• Participate in the interview and hiring process
• Support the onboarding and training of new agents
• Collaborate with leadership to establish policies and procedures
• Responsible for coaching, training, mentoring the team, and conflict resolution
• Performance management – compiling data and making assessments
• Meet daily, weekly, and monthly deliverables
• Oversee/Manage the reporting and maintenance of EOD reports
• Ensure customer satisfaction
• Understand our products inside and out to educate and answer customer questions
• Professionally handle escalated calls
• Acknowledge and resolve customer complaints
• Deliver excellent customer support through various channels including live chat, email, and phone support

Requirements

• Minimum 1 year of call center management experience
• Bilingual in Spanish required
• Experience training, mentoring, and leading a team
• Proficient with computer programs such as MS Office (Excel, Word, PowerPoint, etc.) and Google Suite
• General understanding of call center technology (ACD, IP, etc.)
• Strong organizational, time management, and multitasking skills
• Excellent communication skills verbal and written
• Flexible and adaptable to changes in direction and the ability to effectively communicate such changes to the team
• Professional presentation and demeanor

Education

• High School Diploma or Equivalent.
• Bachelor’s degree or equivalent work experience

Company Benefits

• Opportunities for growth and advancement
• Medical, Dental, and Vision
• Company Paid Group Life / AD&D Insurance
• Employee Assistance Program (EAP)
• 401(k)/match
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/ HSA
• Disability Insurance
• Ongoing training and development

Salary: From $24.00 per hour

Other Duties

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization

Must be able to verify identity and employment eligibility to work in the U.S.

Equal Opportunity Employer Race, Religion, Color, National Origin, Gender, Sexual Orientation, Age, Protected Veterans, Disabled

We are an equal opportunity employer without regard to race, religion or religious creed (including religious dress and grooming practices), color, sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, and any related medical conditions), gender, gender identity and expression, sexual orientation, transitioning status, national origin, ancestry, citizenship status, uniform service member status, military and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, mental or physical disability, holding or presenting a driver’s license issued under Cal. Vehicle Code Section 12801.9, or any other category protected by applicable federal, state or local law.

Americor Funding, Inc. (the “Company”) has an internal recruiting department. Americor Funding Inc. may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters (“Agency”). Agencies are hereby specifically directed NOT to contact Americor Funding Inc. employees directly in an attempt to present candidates. The Company’s policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers.

Any unsolicited resumes sent to Americor Funding Inc. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine or email address, directly to Company employees, or to the resume database will be considered Company property. Americor Funding Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Americor Funding Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

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