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DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we ve been the ideal workplace for ...
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For your reference, we have included the original job posting below.
Customer Care Supervisor
Job Number:
26841589
Company Name:
Amazon.com
Job Location:
Newark, NJ US
Job Category:
Customer Service
Customer Care Supervisor
Overview: Audible ( ), a wholly owned subsidiary of located in Newark, NJ, is the Internets leading provider of spoken audio programming including books of any genre, magazines, radio shows, daily newspapers, and more. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the Apple174 iPod174. Audible prides itself on providing listening experiences that enhance the commute, working out at the gym, or simply relaxing at home. Title: Customer Care Supervisor Division: Customer Care Location: Newark, New Jersey 1. The Supervisor will ensure that associates meet center call handling guidelines, and deliver outstanding Customer Service. Key Accountabilities: * Responsible for performance Reviews to assess strength and development needs providing feedback and opportunities for growth * Monitor calls focusing on performance development * Review e-mails completed by team members and provide feedback * Coaches trains and develops associates and may lead other center quality initiatives * Manage team attendance * Handle all disciplinary action * Handle escalated calls and e-mails * Conduct monthly team meetings * Conduct Team huddles to cover any hot topics? and address any issues * Write and deliver performance reviews * Monitor CMS and ensure that Customer Service Representatives are appropriately engaged so that service level metrics are being met * Monitor and manage e-mail queue * Conduct team contests to encourage sales and improved customer satisfaction * Supports the goals of the business and assist in satisfying the customer Skills/Experience Requirements: * Minimum of 1 year in leadership role and or previous supervisor experience * 2 years Call Center Experience * Strong Customer Service Skills * Ability to apply good judgment to resolve problems * Must posses good Organization and Communication skills * Must be able to work well under pressure work weekends and/or Holidays * Proven track record in understanding customer concerns and resolution * Good time management and organizational skills * Ability to perform to expectations in a fast paced and changing environment * Must be a team player who is self motivated, has a sense of urgency and has the ability to multi task Legal Disclaimer: Audible is an Equal Opportunity Employer. Amazons Titles and Levels do not correspond to Audibles Titles and Levels. When contacting , please include your resume and a 3-4 paragraph cover letter on why you are intrigued by this opportunity and why you think your background and talents conform to the challenge. Only qualifying candidates will be contacted
