Job Title: Supervisor I‐Customer Service

The Customer Service Supervisor (CSS) will work with the Manager to assure that the teams meet performance metrics, quality performance, as well as business objectives. Provide a high level of customer service to internal and external customers, support sales efforts and assist in resolving customer complaints. The CSS will assure all actions taken by customer service representatives follow all appropriate regulations, policies, and procedures. (See available shift days/hours below)

Job Duties Include

  • Maintain staffing levels and workloads to meet call volume expectations
  • Coach CSRs on product, system and process information; including KPI and sales conversion expectations
  • Seek and manage training opportunities to build professionalism, personal development for a best of class organization
  • Handle safety/liability for customer complaints
  • Maintain consumer email (domestic and international) traffic
  • Facilitate and organize training sessions for all agents and participate in recruitment of new call center agents
  • Perform call, email and chat quality evaluations for CS as required
  • Make real‐time schedule changes based off forecasting and staffing for the day
  • Monitor all calls to ensure that quality standards are strictly adhered to
  • Plan and enforce policies and procedures
  • Resolve escalated calls from customers
  • Work with the Manager and/or Director to develop and improve call center personnel, policies, procedures and work processes
  • Assist with special projects, as requested, and additional duties as assigned

Position Requirements

  • Associate's degree in related field with two to four years of relevant experience preferred
  • Four years equivalent work experience is required, preferably in a customer service and sales call center environment, and at least 1 – 2 years’ experience in a leadership role
  • Thorough understanding of Water Pik processes and systems
  • Excellent oral and written communication skills
  • Experience with Microsoft office applications
  • Able to make quick, decisive and independent decisions within Waterpik culture and policies
  • Excellent problem‐solving skills, to effectively address problems and mediate issues to the customers satisfaction
  • Must be available to work a flexible schedule (Sunday‐ Saturday 6:00 AM‐10:00 PM MST)
  • Good organizational, analytical and independent decision making skills

Shifts Available

  • Shift 1: Thursday‐Monday‐ 6:00 AM‐2:30 PM
  • Shift 2: Saturday‐Wednesday‐ 1:30 PM‐10:00 PM
  • Shift 3 (flex): Thursday‐Friday 1:30 PM‐10:00 PM and Saturday‐Monday 11:00 AM‐7:30 PM

Additional Documents

Email resume and any additional documents to:

We are an Equal Opportunity Employer: Gender/Minority/Veterans/Disabled