<p>Position Summary:</p> <p>The Customer Service Supervisor will be responsible for providing representatives with the tools and support needed to ensure customer service excellence and goals are met. Responsibilities will include training, productivity monitoring and supporting a highly effective team of Customer Service Representatives (CSRs). This position will supervise CSRs to meet established objectives including: schedule adherence, call metrics/statistics, service levels, customer satisfaction and retention based on departmental goals. Partner with staff/management to resolve escalated customer issues received through complaints, cases, inquiries, CSR escalations and QA/QC complaints.</p> <p>Job Qualifications:</p> <ul> <li>High School Diploma, GED, or equivalent certification </li><li>Previous Customer Service Team Lead or Customer Service Supervisor experience required </li><li>Strong knowledge of customer care techniques and processes; </li><li>Exceptional analytical and listening skills </li><li>Must have a working knowledge of Microsoft Office products </li><li>Excellent organizational skills </li><li>Ability to perform comfortably in a fast-paced, deadline-oriented work environment; </li><li>Natural flair for motivating, and interacting with people; </li><li>Ability to work as a team member, as well as independently; </li><li>Solid computer skills including typing and ease of use of multiple applications. </li><li>EXCELLENT communication skills with an ability to effectively communicate remotely with your support groups by phone, email and instant messaging (IM). </li></ul> <p>Job Duties:</p> <ul> <li>Review Customer Service Statistics in order to maintain high service levels </li><li>Ensuring that Customer Service Representatives are courteous and professional to clients and that a high standard of customer service is established and maintained in the department. </li><li>Maintaining and monitoring key performance and productivity metrics and departmental statistics </li><li>Managing and meeting objective and quantitative goals that align with the strategy, mission and vision of the organization </li><li>Periodically review calls and orders to ensure customer service representatives are using effective client/ account management </li><li>Motivating and inspiring the team to surpass call center metrics (Call Quality and Call Volume) </li><li>Improving and facilitating communication within the team along with streamlining processes and systems to maximize efficiency </li><li>Handling escalated calls, complaints, questions, and queries, as necessary. Reporting all critical incidents to Operations Manager in a timely fashion. </li><li>Documenting general reports on each team member's performance and targets as well as ensuring that they meet or exceed the target goals </li></ul> <p>Schedule/Location:</p> <ul> <li>Hours: Monday-Friday 9:00am-5:30pm </li><li>Remote - AZ, CA, CO, CT, FL, IL, MI, NV, NY, PA, TX, UT, WA, WV </li></ul> <p>About First Legal:</p> <p>We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.</p> <p>First Legal is the first truly comprehensive File Thru Trial solutions firm. With over 17 offices across the United States, First Legal has been serving thousands of law firms and corporations for more than 30 years across our six divisions - Court & Process, Depositions, Discovery, Records, Digital and Investigations. Our success comes through our company culture of innovation and trust, commitment to quality service, and depth of industry knowledge. Our mission is to be the most dependable and trusted business partner for our clients by serving every aspect of the litigation workflow. First Legal partners with our clients on a national basis to achieve the most efficient litigation solutions for the betterment of our clients.</p>