Customer Support Representative at IQVIA handling customer inquiries and resolving issues efficiently while maintaining service quality standards. Managing incoming requests and participating in departmental goal - setting.
About the role
- Customer Support Supervisor leading a team for a global water solutions company, Xylem. Focused on exceeding customer expectations through innovative service and team management.
Responsibilities
- Provide leadership, training and direct supervision for designated Customer Service personnel in the performance of their key functions.
- Regularly partner with sales and operational management in designated territory to ensure the virtual group is cohesive, inclusive and collaborative to accomplish company objectives.
- Establish and monitor key customer satisfaction and performance metrics, implement corrective actions to address variances, and communicate results.
- Evaluate, develop and implement necessary departmental processes, documentation and training programs.
- Engage in program development related to improving the customer experience and/or department efficiencies.
- Participate in hiring, regular performance assessments, coaching for talent development, discipline input, etc. to support and build a Drive or coordinate team special project assignments
- Facilitate or perform backup coverage within specific team and across other teams of similar function.
- Ensure compliance to all established personnel policies and procedures.
- Track work volume to ensure proper staffing levels to achieve customer service goals
- Participate in new initiatives as requested
- Assume other duties and responsibilities as required
Requirements
- Bachelor’s degree and 5+ years of supervisory experience
- Legendary customer service skills; an unwavering passion for taking care of the customer
- Excellent communication skills (written and verbal)
- Ability to recruit, train and motivate personnel to meet business objectives
- Ability to manage people virtually across multiple locations
- Ability to coach; provide and receive feedback; comfortable with two-way dialogue
- Strong collaborative and respectful people leadership and business acumen
- Ability to work with diverse workforce and customer base in a matrixed organization
- Excellent analytical, influential and reasoning behaviors
- Ability to develop and implement new processes
- Proficient in developing and monitoring metrics, comfortable with quantitative management practices
- Proficient in Microsoft Office
Benefits
- Paid Volunteer Program
- Employee Resource Groups (ERG)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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