Supervisor Customer Service - (Jacksonville, FL)

Summary: Responsible for coaching and developing the skill level of Call Center Associates. Ensures call center productivity and quality of service goals are met preferably exceeded. Ensures company policy is followed and effectively communicated to customers and employees alike. Responsible for 10 12 Call Center Associates. Previous background and demonstrated customer service ability coupled with exemplary interpersonal and leadership skill are critical to job performance. Duties: 1. Monitor daily, monthly, and annual productivity of associates and deliver positive reinforcing feedback and coaching to improve quality of customer service given 2. Motivate team through contests and prizes 3. Assist associates with escalated customer issues 4. Assist associates in understanding company policy, procedures, and guidelines 5. Deal with personnel issues and staff coverage 6. Review and approve fee waiver request and or research request 7. Facilitate bi-weekly team meetings 8.