Customer Service Shift Supervisor - RMG
New
F
Flowplay, LLCIGaming
This is a remote position open to candidates located anywhere in the United States., Tuesday-Saturday from 1-9:30pm PT (4pm-12:30am ET)Full-TimeManager
Salary22 USD per hour
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Job Details
- Experience
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role
- Required Skills
- Data AnalysisProblem SolvingCustomer serviceCoachingZendesk
Requirements
- High school diploma or equivalent (bachelor's degree preferred)
- Minimum of 5 years of experience in customer service
- At least 2 years in a leadership or supervisory role
- Proven experience in a call center environment
- Proficiency in customer service management systems and technologies, such as ZenDesk
- Strong understanding of customer service best practices and ability to coach others
- Strong analytical skills to track data and metrics for trend identification
- Excellent communication and interpersonal skills
- Ability to work Tuesday-Saturday, 1-9:30pm PT
- Ability to successfully complete a background check, drug screen, and obtain necessary gaming licenses
- Ability to successfully complete required jurisdictional training
Responsibilities
- Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills
- Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching
- Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices
- Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs
- Identify areas for improvement in customer service processes and implement necessary changes
- Conduct regular team huddles and one-on-one meetings to provide feedback and foster a positive team environment
- Assist in the training and onboarding of new customer service agents
- Maintain accurate records of customer interactions, escalations, and resolutions
- Collaborate with other departments to resolve complex customer issues
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