Customer Support Supervisor

Job Description

This role will direct the activities of the Customer Support team in collaboration with functional value stream leadership.  These activities include but are not limited to the Customer Service and Technical Service call center team and process.

Functional Area: Customer Care Technical Support

The Technical Support team has the responsibility for delivering first in performance of our customers' technical needs.  This includes problem solving and customer service processes. Required skills include:

a. Ability to effectively handle customer-related complaints and issues

b. Strong customer negotiation skills

c. Ability to tolerate interruptions

d. Ability to adhere to a strict timeline

e. Ability to check others' work for accuracy

f. Ability to interact with customers effectively and build a rapport

g. Ability to manage time effectively

h. Ability to pay close attention to detail

Responsibilities

• Develops the technical and customer service teams into a unified customer support team.
• Develops and trains the Customer Support Team to ensure acceptable levels of performance including technical knowledge and customer service skills
• Delivers improved call center experience by taking ownership of customer's issues, driving to the root cause and facilitating resolution
• Manages the escalation process in support of new or emerging customer issues and immediate customer concerns
• Contributes to the QAB by analyzing call reports and recommends response to recurring issues
• Develops and implements standards and documented processes for Customer Support, to include but not limited to CRM standards, troubleshooting methods and root cause best practices
• Develops and manages procedures and activities to ensure timely resolution of customer issue

Current Openings for Customer Support Supervisor Jobs at Duke Manufacturing