Customer Service Supervisor

Customer Service Supervisor

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 company's 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.

Position Overview:

As a Customer Service Supervisor, you'll 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, you'll 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. It's 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 customer's 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 Successful:

• 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!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.