Edtech.com's Summary

Colibri Group is hiring a Customer Service Supervisor. This role involves leading and mentoring a team of customer service representatives to handle various call types, ensuring first call resolution and maintaining high customer service standards while utilizing multiple tools and technologies.

Highlights

Lead, support, and train customer service representatives to meet performance targets.
Monitor team progress and provide feedback to develop skills and competencies.
Develop and implement customer service procedures, policies, and standards.
Provide technical support and act as an escalation point for complex student issues.
Analyze and improve customer service processes to enhance efficiency and satisfaction.
Require proficiency in Microsoft Office and aptitude for learning new software quickly.
Minimum of 2 years' supervisory experience in managing customer service call center teams.
High school diploma or equivalent required.
Strong interpersonal, written, and oral communication skills with a professional and friendly attitude.
Ability to multitask using multiple screens and internet tabs simultaneously.

Customer Service Supervisor Full Description

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the companyâs

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview:

As a Customer Service Supervisor, youâll play a vital role in enabling first call resolution in a constantly evolving industry, while using a variety of tools and technology.

In the process, youâll lead and mentor a team to handle a broad range of customer service call types such as processing extensions of expired products, enrolling customers in coursework, and assisting customers as they navigate our website. Itâs an opportunity to showcase your customer experience expertise and assist us in creating customers for life!

What You'll Do:

Lead, support, encourage, train, and mentor a team of customer service representatives to deliver a high standard of service.
Uphold Customer Service performance targets by monitoring team member progress and providing regular feedback, helping team develop necessary skills and competencies.
Assist in the development and implementation of Customer Service procedures, policies, and standards.
Work alongside the team, providing technical support and fast-paced critical thinking to anticipate our customerâs current and future needs.
Serve as an escalation point to review, advise, and respond to student issues, further escalating to department managers as needed.
Analyze customer service processes, identifying areas for improvement.
Identify ways to enhance efficiency, reduce response times, and improve customer satisfaction.

What You'll Need to be Successsful:

High school diploma or equivalent
2+ years or more of supervising experience that is specific to manage Customer Service call center teams.
Proficiency in Microsoft Office
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
Excellent interpersonal, written, and oral communication skills
Strong work ethic and self-motivation with a commitment to succeed both individually and as a team.
Aptitude to learn and navigate new software quickly, and comfortable using multiple computer screens and internet tabs simultaneously.

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!

Original Job Description

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the companyâs

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview:

As a Customer Service Supervisor, youâll play a vital role in enabling first call resolution in a constantly evolving industry, while using a variety of tools and technology.

What You'll Do:

Lead, support, encourage, train, and mentor a team of customer service representatives to deliver a high standard of service.
Uphold Customer Service performance targets by monitoring team member progress and providing regular feedback, helping team develop necessary skills and competencies.
Assist in the development and implementation of Customer Service procedures, policies, and standards.
Work alongside the team, providing technical support and fast-paced critical thinking to anticipate our customerâs current and future needs.
Serve as an escalation point to review, advise, and respond to student issues, further escalating to department managers as needed.
Analyze customer service processes, identifying areas for improvement.
Identify ways to enhance efficiency, reduce response times, and improve customer satisfaction.

What You'll Need to be Successsful:

High school diploma or equivalent
2+ years or more of supervising experience that is specific to manage Customer Service call center teams.
Proficiency in Microsoft Office
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
Excellent interpersonal, written, and oral communication skills
Strong work ethic and self-motivation with a commitment to succeed both individually and as a team.
Aptitude to learn and navigate new software quickly, and comfortable using multiple computer screens and internet tabs simultaneously.

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Customer Service Supervisor

Edtech.com's Summary

Customer Service Supervisor Full Description

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