CBS Corporation Supervisor Customer Service Contact Center in Riverside, New Jersey

Supervisor Customer Service Contact Center

REF#: 29216

CBS BUSINESS UNIT: Simon & Schuster

JOB TYPE: Full-Time Staff

JOB SCHEDULE: Full-Time

JOB LOCATION: Riverside, NJ

ABOUT US:

Simon & Schuster, a part of CBS Corporation, is a global leader in the field of general interest publishing, dedicated to providing the best in fiction and nonfiction for consumers of all ages, across all printed, electronic, and audio formats. Its divisions include Simon & Schuster Adult Publishing, Simon & Schuster ChildrenÂ’s Publishing, Simon & Schuster Audio, Simon & Schuster Digital, and international companies in Australia, Canada, India and the United Kingdom.

DESCRIPTION:

Description:

Daily supervision of customer service agents in our office call center where agents maximize good service and efficiency while minimizing call abandonment, provide support and assistance to both our internal and external customers through direct telephone and written communications. Liaison with key management in Sales, Warehouse, Transportation, Supply Chain, CFS, and other areas. This position supports the customer service department, hours are 9:30am to 6:00pm ET, Monday through Friday.

Duties:


Oversees staff of 9 in our office customer service call center, allocating and balancing workload (Calls, e-mails, faxes), providing guidance on best practices.


Create and Analyze reports and audits - system generated, customized, or ad hoc to research and resolve issues, spot trends or potential issues, and provide detailed information.


Represent S&S to our multiple customer segments and sales channels, understanding and adjusting to the inherent differences in each.


Lead department systems testing efforts for new systems, enhancements, or break fixes, generate scenarios/test scripts, report conclusions, document results


Track, analyze, and report trends to management


Develop process improvements to save resources, enhance revenues, improve customer service, remaining within Audit and other legal requirements.


Interact with other departments with regard to work flow enhancement and problem resolution (Sales, CFS, Logistics, Warehouse, Supply Chain, and Client Services)


Responsible for responding to direct customer issues requiring escalation and crisis situations


Take appropriate actions to satisfy audit requirements and service to customers


Monitor, observe and react to queue and real-time reporting within the CM System; reallocate call direction and work assignments based on observations


Close and open the call center system center during business hours for special or emergency situations


Review claims for accuracy, reasonability and signing approvals; forward where applicable.


Work with CFS, Claims Processing and QC on credit approvals, prepaid orders, claims and order delivery research


Oversee appropriate department use of rush codes, administrative hold, backorder cancellation and other Order Management tasks requiring higher levels of systems’ security


Create, maintain and provide analysis of department productivity reports for all tasks; provide feedback to staff and analysis to manager


Silent monitoring of incoming customer calls


Coach and counsel employees to improve their performance


Administer and direct training of new staff and updates to procedures and policies to existing staff.


Maintain/document department policies and procedures.


Maintain employee schedules (ensure appropriate coverage of the phones, emails, and department responsibilities at all times)

QUALIFICATIONS:

Qualifications:

Required:

  • 4-year College Degree Required plus 2 - 5 years of experience.

  • Excellent verbal and written communications skills; professional telephone and email etiquette.

  • Strong presentation, organizational and planning skills

  • Excellent PC skills including: Excel spreadsheet (Pivot Tables, V-Lookup, Macros) Microsoft Office products, understanding of systems applications and report building.

  • Ability to analyze reports, systems, procedures

  • Ability to create process improvements based on analytical conclusions

  • Ability to multi-task and prioritize; detail oriented, strong follow up skills, flexible

EEO STATEMENT:

Equal Opportunity Employer Minorities/Women/Veterans/Disabled