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Cape School Inc. is hiring a customer operations center supervisor who has a passion for delivering exceptional customer service. A family-owned and operated business headquartered in Virginia, we provide continuing education nationwide to the insurance, real estate, and mortgage loan originator industries, with courses delivered via face-to-face classrooms, webinars, self-study textbooks, and online. Customer service and satisfaction is our top priority.
Position Summary: Supervises staff of 8 that provides customer service and operational support for all Cape School products and customers. The Customer Operations Center Supervisor will manage the customer service representatives' daily tasks and provide coaching and feedback to ensure the team is providing quality customer service. Must be dependable, be able to multi-task, and possess strong communication skills, excellent interpersonal skills and the desire to work as a self-motivated team player in a dynamic and fast-paced work environment.
The individual will supervise the day-to-day performance and activity of the customer service team, including:
coordinate operations and activities of the customer operations center.
monitor operations to ensure quality.
handle escalated calls.
manage scheduling of live classes and webinars.
conduct team meetings to communicate updates and short trainings to agents.
train, coach, counsel and evaluate agent performance.
participate as a member of the Cape School leadership team.
perform other duties as assigned.
The successful candidate will possess the following qualifications:
2+ years call center managerial experience.
Clear communication skills, both oral and written.
Good problem analysis and problem-solving skills.
Good technical skills. Able to learn and use several technologies - Real Ed, Microsoft Office, Base Camp, Live Chat, email, mobile devices and 3CX telephone system.
Accurate; pays attention to detail.
Strong interpersonal skills; empathetic.
Team player; able to plan, coordinate and cooperate with others.
Position is full time, 8 hours per day, primarily Monday - Friday 8:30 am - 5:00 pm.
Why should you choose Cape School?
Competitive salary.
10 days of paid vacation (accrued after the first 90 days), about 7 paid holidays annually, and your birthday off.
Group health insurance available.
Corporate headquarters centrally located in Buckingham, VA on Route 60 just 40 miles from Charlottesville, 25 miles from Farmville and 24 miles from Appomattox.
Enjoy a casual, team-oriented, customer-centric work environment.
To apply, please submit your resume and cover letter
Vacancy expired!