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Customer Service Supervisor 

Category Customer Service  

The Customer Service Supervisor will be responsible for coaching, motivating, and developing a team consisting of 12-16 Advocates.   Reporting to the Sr. Manager of Performance and Retention, this would include being responsible for the daily performance of their team.   Daily activities would include real time virtual support, in-depth communication, coaching, monitoring with their team, and direct interactions with the team, (including but not limited to escalations) with our members via phone and chat.    

The Customer Service Supervisor has to be extensively knowledgeable of CREDO’s business policies, processes, and systems.  He or she has extensive experience in contact center operational leadership, performance improvement strategies, and has the ability to lead others through performance management techniques.  Ideally, this person would have experience with both sales and service as well.   This individual can lead others through goal setting as well as identifying, navigating, and managing change where needed.  He or she will be expected to foster a positive team environment that enables employees to maximize performance, progress their careers and become a promoter and advocate of the company.

Position Requirements

Job Requirement Detail:  

Able to lead, motivate, and manage the daily service and sales business for a team of 12-16 people

Ability to set SMART goals and work with the employee on formal plans to meet that performance goal

Effectively able to provide real time question and escalation support for team members.   Ensure staffing coverage needs are met.

Able and willing to take front line calls and chats as needed. 

Responds to customer escalations and offers helpful solutions in driving customer satisfaction.

Understand all organization’s products, services, procedures and guidelines

Effectively able to communicate above and below to a wide audience.

Monitor contacts and activities daily, effectively able to coach and change behaviors with team members across all performance levels to ensure that CREDO’s procedures and quality standards are strictly adhered to

Recommend enhancements to improve company  performance

Celebrates successes through employee recognition

Organize training sessions for under performers

Travel Requirement: Minimal (~1-2 weeks annually)

Uphold the highest levels of integrity and member experience

Carrying out other responsibilities as assigned

Flexibility with schedule is critical as role may require changes in schedules

Knowledge, Skills and Abilities:

BS/BA degree, or equivalent in relevant experience

Strong understanding and experience in customer service, commonly used systems/tools, sales and retention, problem solving

Analytical; able to leverage data and trends to drive insights and action

Experience with mobile and telco contact center background preferred

Successful experience with leading individuals, performance, and change management

Able to work independently and as part of a team; able to create and execute plans effectively be able to tailor these to the individual’s development needs , and positively impact critical areas

Ability to multi-task, prioritize, and manage time effectively

Results-oriented; focused on measurable improvement.

Dynamic, motivated self-starter willing to dig into work; works with urgency

Organized and persistent; able to lead and influence others

Excellent written and verbal communication skills; comfortable presenting to internal management

Ability to prioritize, set deadlines, and meet aggressive goals, and lead by example

Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Open Date 1/11/2021  
Location Anywhere in U.S.  
About the Organization CREDO's mission is to champion progressive causes through our philanthropy. With support from CREDO Mobile, CREDO Donations, and our other products, we give nearly $2 million a year to nonprofits doing vital work in climate justice, economic equality, women's rights and more.

Since 1985, we've donated over $90 million to groups like the ACLU, Planned Parenthood, Rainforest Action Network, United We Dream, and Doctors Without Borders. Join us in making the world a better place.

EOE Statement We are an Equal Opportunity Employer. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to: race, color, religion, sex, national origin, age, physical or mental disability, genetic information, veteran status or uniformed service member status.  

This position is currently accepting applications.

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