Customer Support Supervisor (Administrative)
Customer Support Supervisor
DAT Solutions is seeking a Customer Support Supervisor to join our Customer Support team in Beaverton, Oregon.
SUMMARY:
The Customer Support Services Supervisor is responsible for ensuring we deliver world class service to DAT customers. This is accomplished by maintaining and supervising a team of agents focused on providing account management, customer service, and technical/integration support.
This position works independently within a broad set of guidelines making complex decisions based on first-hand knowledge of fraud prevention techniques and DAT products and technologies. Deficiencies in product knowledge, technical skills, compliance issues, organization, and customer support techniques could result in lost revenue and reduced customer satisfaction to the company.
The supervisor will be the main point of contact for the front-line customer service and compliance representatives.
The supervisor is responsible for increased efficiency of customer contact volume through call prevention, integrated services, and appropriate staffing and scheduling to meet service level objectives. The supervisor will be an escalation point for issues that cannot be resolved at the agent level and will be a liaison between the contact center and the rest of the company. The Customer Support Group is expected to spawn the development of innovative approaches and leading edge customer services as a competitive advantage
ESSENTIAL DUTIES AND RESPONSIBILITIES:
General Management
Staff Management
Compliance Service Development
EDUCATION:
1-2 Years of training facilitation experience. previous formal training 3+ years in a supervisory or leadership role and 3+ years experience in a customer or call center environment required.
LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to produce manuals and correspondence. Ability to effectively present information and respond to questions from employees, groups, and customers.
REASONING ABILITY:
Ability to define problems collects data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal office conditions, with a quiet to moderate noise level. Three-story office building with elevator service. Flexible hours are required, depending on daily service levels and system problems.
DAT operates the largest truckload freight marketplace in North America. Transportation brokers, carriers, news organizations and industry analysts rely on DAT for market trends and data insights derived from 256 million freight matches and a database of $65 billion of market transactions.
DAT Solutions offers competitive compensation and an excellent benefit package that includes medical, dental and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program. Participation is limited to regular full-time employees.
DAT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA M/F/Vet/Disability.
Sponsorship and relocation assistance are not offered at this time for this position.
All referrals and résumés are managed exclusively through the Human Resources Department. DAT Solutions will not consider unsolicited résumés from vendors including search firms, fee-based referral services and/or recruitment agencies.
For additional information, see www.DAT.com/company