InComm

  • Customer Care Supervisor

    Job Location US-GA-Norcross
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

     

    About This Opportunity

     

    A Customer Care Supervisor is responsible for maintaining and improving performance for a team of 15-25 Customer Service Representatives.  Supervision and continual coaching and development of the CSR’s and Team Leads are critical aspects of this position.

     

    Shift:  5:00 pm - 2:00 am Friday through Tuesday

    Responsibilities

    • Monitor Customer Service Representatives for quality assurance and efficiency.
    • Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations.
    • Train and coach a team of customer service representatives.
    • Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others).
    • Provide timely, accurate and courteous responses to a number of FAQs
    • Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed.
    • Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner.
    • Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc.
    • Meet reporting requirements as designated by InComm Management.
    • Enforce daily activity of call center policies and procedures.
    • Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc.
    • Perform yearly reviews and evaluations.
    • Other tasks and responsibilities as assigned.
          
          

    Qualifications

    • Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management.   
    • Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus. 
    • Must be able to work independently, without direct supervision, and be able to direct and manage the work of others.   
    • Computer fluency is required, including knowledge of Microsoft Office and the Internet.
    • Must possess strong analytical, interpersonal, organizational, and time-management skills
    • Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff
    • Our CallCenter is open 24/7, shift flexibility is needed.      
    • Must be able to handle multiple tasks while working independently, as well as, interact well with others.
    • 4 years customer service experience with at least 1 year in a supervisory role required.
    • Experience Supervising a minimum of 10 or more employees
    • Familiar with HR and EEOC policies
    • Financial Card (ATM, Visa, etc.) customer service experience a strong plus.
    • Must successfully pass a criminal background and consumer credit check, drug screen may also be required.
    • Must possess a strong desire to provide superior customer care. 
    • High school diploma or equivalent required; Bachelor’s Degree preferred
    • Internal Candidates must be in good standing with attendance and performance. Candidates on an active warning or higher are not eligible to apply.   

     

     

     

    PHYSICAL DEMANDS:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, the employee is regularly required to sit, use hands to operate basic office equipment (i.e. computer, printer, copy/fax, etc.) and type, frequently talk and hear, reach with hands and arms, frequently stand and walk around to provide assistance to team members, and occasionally stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision.

     

    Internal Candidate Qualifications:

    In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company. An employee’s performance is taken into consideration for any voluntary transfer; this includes no final corrective actions.

    In some cases, a call center employee may be considered for an internal transfer before reaching six (6) months of service if there is a business need. This is handled on a case by case basis and several factors are considered including but not limited to business need, performance and experience.

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    #LI-CR1

     

     

     

    *This position is eligible for the Employee Referral Bonus Program

     

     

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