BRIEF POSITION SUMMARY:

The MX - Sup, CustCare - Customer Care is responsible for leading a team of associates who provide an expedient and consistent level of support to our internal and external customers. The Supervisor ensures a high level of professionalism is demonstrated across the Shared Services Center and that all areas of support are delivered in an expedient manner, in-line with standard operating procedures.

DUTIES AND RESPONSIBILITIES

• Monitors interaction performance of team members to ensure customer service is in line with MSC standards.

• Coaches associates to acceptable or higher levels of performance according to current performance standards while following the Customer Care Strategy.

• Utilizes processes to handle the support transactions that are designed to minimize the customer involvement in the resolution process and create great customer satisfaction and confidence in MSC's ability to support our customer's needs.

• Maintains the management of Customer Care operations to ensure the achievement of service level goals and KPI's.

• Runs and uses reports needed to manage associate and Customer Care performance.

• Develops and cultivates good customer relations. Respond to customer's needs, consistent with MSC standards, culture and business practices.

• Recommends improvements to Customer Care processes to maximize efficiency and productivity.

• Focuses efforts towards revenue generation, resolution and a proactive reduction of errors.

• Performs all duties inherent in the role of an MSC supervisor as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.

• Partners with Leadership and Human Resources as needed to address and resolve associate and performance issues.

• Mentors and trains new Customer Care associates to ensure high levels of professionalism and exceptional customer service skills.

• Stays informed of process, procedure, and policy changes to appropriately communicate and hold the team accountable to current expectations.

• Utilizes all systems to manage associate productivity and performance.

• Investigate current and new standards in business and makes recommendations that drive solution and process improvements to maximize efficiency, customer experience, and overall automation.

• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.

JD Template Revision Date 5/2/2024

• Participation in special projects and performs additional duties as required

QUALIFICATIONS

What You Need:

• High school diploma or equivalent is required.

• Minimum of three years of sales and customer service experience required.

• Strong problem solving, decision making, and change management skills required.

• Supervisory, motivational, team-building and leadership skills are required

• Strong time management and organizational skills are required.

• Knowledge of call center technology, including quality monitoring, service-based tracking(ticket), agent desktop and workforce management systems required.

• Excellent time management and organization skills are required.

• The ability to coach associates and peers is required.

• Computer literacy and proficiency in word processing and spreadsheet software is required.

• Strong Bilingual (English and Spanish) written and oral communication skills are required.

• Demonstrates exceptional proficiency in all MSC's required competencies:

o Customer Focus

o Decision Quality

o Drives Collaboration

o Develops Talent

o Communicates Effectively

o Instills Trust