Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
The Client Success (CS) Specialist Supervisor is focused on leading and developing a team of highly effective call center agents while also assisting clients with general inquiries and concerns. The position ensures that client accounts requiring email communication are handled efficiently. The Supervisor is responsible for the continued development of their team members, handling escalated client interactions, providing coaching and feedback to agents appropriately, and serving as a liaison between Client Success leadership and their team to ensure all departmental and companywide policies are followed and upheld.
Principle Duties and Responsibilities:
· Responsible for assigned team’s educational and professional development.
· Interview and provide candidate feedback.
· Select, orient, and train team members to maintain staffing levels.
· Understand and enforce company/department compliance guidelines, policies, and procedures.
· Coach and mentor team members by providing support, creating a safe environment for open conversations, and inspiring them to do their best for the organization.
· Implement performance improvement plans and conditions of employment.
· Model professionalism in client interactions, positive company culture, and department best practices to maintain team morale.
· Plan and forecast month-end KPIs and analyze trends to project future team needs and keep up to date on relevant metrics.
· Proactively identify solutions and communicate recommendations to leadership.
· Assist in the development of weekly meeting agenda and contribute when applicable.
· Ensure team adherence to guidelines regarding templates and same-day client response.
· Assist with escalated client interactions.
· Partner with People Experience to resolve employee relations and performance as required.
Requirements:
· High school diploma or equivalent required, bachelor’s degree preferred.
· 5 years’ customer service or relationship-based support role experience required, or 3 years’ internal Client Success experience.
· Financial or banking organization experience preferred
· Demonstrated experience in developing team members, and effectively leading them to identify, assess, and resolve issues in a timely manner.
· Proficient in Microsoft Office, CRM (Salesforce, Zendesk, etc.), and WFM applications (Aspect, Nice, Calabrio, etc.)
· Prioritize multiple tasks and projects simultaneously.
· Ability to successfully collaborate with others.
· Provides support in de-escalation client interactions and is familiar with the NDR program to effectively handle client escalations.
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes: