Customer Support Supervisor

 

Danversbank currently has an opening for a Customer Support Supervisor. 

In this position you will supervise the Customer Support Department.  Duties include: overseeing a team of customer support representatives, monitoring representatives, answering and routing customer calls, responding to inquiries and customer problems, opening accounts, and cross-selling deposit/loan products. 

Outstanding customer service skills, strong technical skills, a strong sales mentality, teamwork, and contributing to a positive work environment are essential to this role. 

 

Essential Responsibilities:

 

·  Primary role is to be the supervisor to the customer support representatives by providing support and guidance. 

 

·  Tracking/monitoring of telephone sales efforts and results.

 

·  Work with vendor to perform periodic maintenance and upgrades to the call center software application.

 

·  Download and review daily Aspect reports for Service Levels and scheduling.

 

·  Recommend changes to procedures or systems to ensure exceptional customer service

 

·  Primary back up for the Electronic Banking/Customer support manager.

 

·  Assure that both ATM and Electronic Banking/Customer Support daily task lists are completed.

 

·  Conduct ongoing training of customer support department for any new product, system or procedure.

 

·  Interact with bank personnel to manage, modify, and improve the processes and services related to the delivery of customer support, online banking and ATM services.

 

·  Assist Customer Support/Electronic Banking Manager with projects as needed.

·  Assist Cash Management Department with various operations and daily processes and services related to the delivery of Commercial online banking services.

 Additional responsibilities may include:          

 

·  Handling ATM adjustments and all ATM/MasterCard card issues.

 

·  Process the branch withdrawal totals daily and handle all incoming phone call from Branches and Customers regarding ATM issues

 

·  Provide backup coverage for various positions in Customer Support/Electronic Banking.

 

·  Train employees on ATM processing.

 

Knowledge/Skills/Experience Requirements:

 2-3 years call center supervisory experience, preferably in the banking industry

 Familiarity with Apsect’s call center application and software a plus

 General knowledge of implementing a sales culture in a call center environment

 Strong customer service skills. 

 Ability to work in a fast paced environment, with multiple task and priorities 

 

 

 

Danversbank offers a competitive salary and benefits package.  To apply, please fax your resume to 978-762-3698 or email hr@danversbank.com

EOE/AAE