Hybrid Customer Service Supervisor

at Blackstone

• Job title: Customer Service Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $80,000 - $90,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, United States

About the role

• Customer Service Supervisor overseeing daily operations and team performance at Christian Copyright Licensing International. Ensuring customer satisfaction and handling complex issues in Vancouver, WA.

Responsibilities

• Assists Manager with development of the department budget, objectives, and goals.
• Creates and monitors performance indicators and offers ideas for achievement.
• Establishes and communicates employee performance expectations that support department goals.
• Increases employee competencies through needs identification, education, training, delegation, and empowerment, with regular feedback.
• Assesses performance, provides feedback, conducts performance evaluations, and takes corrective action where improvement is needed.
• Promotes customer retention and growth through relationship management, emphasizing excellence in communication, active and reflective listening, confirming understanding, providing accurate information, identifying needs and recommending appropriate products and services.
• Supports daily department activities and needs by answering employee questions, handling matters of complexity, taking customer calls, and monitoring employee communications.
• Maintains a current understanding of company and cross-company products, services, terms and conditions, and applicable copyright laws.
• Identifies process improvement opportunities and recommends appropriate courses of action.
• Creates customer-facing templates, articles and communications on company website and in customer emails, ensuring consistency in messaging.
• Upholds the company’s vision and mission, and supervises according to established standards, procedures, and the Employee Handbook.
• Performs assigned administration duties, including payroll input, scheduling, and staffing.
• Informs Manager about issues affecting company, department, employee wellness, customer satisfaction, and projects.
• Promotes cross-company collaboration, shares information, pursues efficiencies, cross-trains staff, and acts as a subject matter expert for projects.
• Provides customers with first level technical support for customer service applications and online services.
• Other duties and special projects as assigned.

Requirements

• Bachelor’s degree or equivalent experience
• 5+ years of experience in customer service and employee supervision
• Strong leadership skills and an ability to motivate team members to successfully meet assigned objectives
• Excellent written and verbal communications skills; fluency in a second language served by CCLI is preferred but not required
• Strong analytical and critical thinking skills with ability to apply sound judgment
• Strong interpersonal skills with the ability to build strong relationships with team members and customers
• Ability to relate professionally to difficult customers
• Strong computer skills and demonstrated ability to effectively work with and learn new software systems/technologies; excellent Excel skills and proficient in the use of reporting analysis tools
• Ability to solve problems and make thoughtful recommendations based on business understanding
• Ability to adjust to varying workloads and assign staff accordingly
• Knowledge of copyright law, Christian music and related terminologies helpful.