Customer Service Supervisor

Curacao ranks among the top 50 electronics and appliance retailers in the U.S. In the years since our recovery from the 1992 riots, the company has expanded many times over, adding new stores and warehouses, offering new services beyond retail sales, and becoming the most trusted name within our market. Curacao gains momentum with each passing year, with plans to enter Hispanic markets in new cities and give more communities access to our quality products and services.

Curacao is the leading Hispanic retailer in Southern California, driven by the goal of pursuing complete customer satisfaction at all times. As a Customer Service Supervisor you must provide outstanding Customer Care to all Curacao customers concerning any account issues or problems related to our business relationship with them. We are seeking individuals with an understanding of call center functions, which includes inbound and outbound call handling experience, basic knowledge of sales principles and methods and proficiency in relevant computer applications. You must also have the ability to work in a fast paced environment, be a self starter, and have the skills sets to provide our customers with the best solution possible within the parameters of our defined business rules and standard operating procedures.

Reasonable Accommodations Statement To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. * Take escalated calls from call center team and assist customers by delivering quality service, in a courteous, prompt and professional manner on inbound and outbound phone calls. * Ability to create and train call center leads and associates on sales scripts for customers for use on inbound and outbound calls. * Ability to perform audits on account maintenance functions/data entry such as: assure that accurate notes are placed on accounts using the proper terminology, assure that proper protocol was followed when adding, deleting and updating customer’s information under our account security guidelines and that proper follow-up on customer call backs are being completed in a timely manner. * Ability to understand and enforce our companies philosophy of hugging our customers, customer retention, department objectives (first call resolution and sales), and all policies and procedures. * Ability to oversee, organize and coordinate the work of all call center agents. * Ability to act in a very professional manner as an interface between call center agents and management, including members of other divisions company wide. * Strong ability to understand the basics of financing such as; interest rate calculations, payment terms and conditions, installment and revolving plans, and have a basic understanding of consumer laws. * Responsible for reviewing company material and keeping up to date on current product and services that Curacao offers and this includes company policies and procedures. * You must have strong initiative and interpersonal skills in order to help lead your team to victory. * You must on a daily basis ensure that set objectives are achieved, rules of conduct are followed, motivate staff, and produce productivity reports to management. * Must have the ability to run a Contact Center accordingly and handle all operational issues so that our grade of service and customer service is above the expectations set fourth by Senior Management. * You will be responsible for gathering, analyzing, and presenting key performance data that will help improve or innovate the Call Center to a higher level. * You will need to continue educating yourself on “best practices” for Call Centers and work with Senior Management on implementing those practices that prove to be feasible and advantageous for our department and company. * Must have the ability to work high ethical standards and integrity, always protecting all confidential data. * This job description reflects the general guidelines considered necessary to describe the principal function of the job identified and shall not be constructed as a detailed description of all the work requirements that may be inherent in the job.

To perform this job successfully, the individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. * Bilingual Spanish Preferred * “Natural Seller” with the drive to succeed in a sales-focused environment while providing above average customer service. * Strong ability to handle escalated calls and excellent closing skills needed. * Strong time management and organizational skills. * Self starter with strong initiative and ability to maintain a positive attitude at all times. * Strong ability to add, subtracts, multiply and divides in all units of measure. * Excellent writing and grammar skills necessary to draft a fax, e-mail, or written correspondence to customers. * Must be proficient in Microsoft applications like (Excel, Word, Power Point and Access) * Ability to work with databases and segment data for analyses and presentations * Must be able to create a team oriented environment * Must have strong communication and problem solving skills and the ability to make quick decisions in a fast paced environment. * Must type 30 WPW or more * Must be proficient with internet databases * Must be proficient with Contact Center solutions * Strong knowledge of customer of service principles and practices, including a basic understanding of consumer law **Skills and Abilities** **Education** * Bachelor of Science or Bachelor of Administration preferred. **Experience** * 3 year related experience and/or training; or equivalent combination of education and experience **Language Skills** * English and Spanish **Computer Skills and Technological requirements** * Proficiency in Excel, Word, or PowerPoint application, internet databases and basic IVR end user software