Call Center Supervisor

Summary / Objective

The Call Center Supervisor plays a critical role in Bestway’s culture of caring for our coworkers by supervising the Call Center team in making Culture Calls to new coworkers and ensuring they are off to a great start, which will assist in their retention and career progression. This position also provides sales support to queries on the Bestway website and assisting customers in their selection of products. Additionally, the Call Center Supervisor assists customers with service opportunities and credit reporting issues providing assistance that enhances their Bestway experience, and assists in operational integrity by working charged-off accounts of stores with excessive charge-offs.

 

Essential Functions

• Conducts Culture Calls with a positive attitude and an inquisitive mindset to support team members in accomplishing career goals.

• Documents Culture Calls in Sales Outlook promptly and communicates the results to the appropriate DM and RVP and to the President’s Executive Assistant.

• Able to direct team members and customers to the appropriate resources.

• Responsible for maintaining, organizing and protecting all company documents regarding Culture Calls, training and charge-offs.

• Able to look-up coworkers in the LMS to reset passwords, check on training progress in each coworker’s transcript and assign training when requested.

• Provide customers inquiring on Bestway’s website with product information, calculate payments and terms, able to take and verify a rental order, and get it to the appropriate store for delivery

• Able to look-up and create customer information in the High Touch system.

• Able to handle customer opportunities and direct to the appropriate individual for handling.

• Provides assistance to customer inquiring about Bestway’s credit reporting.

• Competent in explaining Bestway’s program, key components of the rental agreement, utilization of the 4 Key Principles of Customer Interaction, and Bestway’s sales program.

• Work charged-off accounts of stores with excessive charge-offs.

• Represent Bestway Bring It Values in all interactions and act as a Bestway Ambassador.

• Assist with other corporate projects as needed or assigned.

 

Competencies

• Outstanding customer service  and interpersonal skills

• Highly organized and detail-oriented

• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections

• Good verbal and written communication skills

• Positive and outgoing with an upbeat personality

• Able to work independently with minimum guidance

• Capable of supervising and scheduling the work of others

• Dependable

• Focuses on new technologies and stays Current with industry information

• Ability to thrive in a fast-paced environment with change

• Must be able to prioritize efficiently and effectively

• Experience in the retail industry sector with related RTO industry a plus

• Able to type 25+ wpm

• Competent in using Microsoft Office Suite

 

Work Environment

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, fax machines, and scanners.

 

Position Type / Expected Hours of Work

This is a full-time position.  Days and hours of work are Monday through Friday,

8:00 a.m. to 5 p.m. unless flex schedule is requested per Company standard.

 

Hourly Pay Scale

The hourly range for this position is $18.00 per hour - $20.00 per hour depending on experience.

 

The Call Center Supervisor is required to embrace and represent the Bestway’s Bring It Values!

• Caring

• Integrity

• Servant Leadership

• Ownership

• Fun