• Customer Service Supervisor - AUS

    Location US-VA-Salem
    Posted Date 2 months ago(6/20/2018 6:04 PM)
    ID
    180386
    Category
    Customer Service
    Employment Type
    Fulltime-Regular
  • Overview

    About Aramark
    Aramark (NYSE: ARMK) proudly serves Fortune 500 companies, world champion sports teams, state-of-the-art healthcare providers, the world’s leading educational institutions, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world.  Our 270,000 team members deliver experiences that enrich and nourish millions of lives every day through innovative services in food, facilities management and uniforms. We operate our business with social responsibility, focusing on initiatives that support our diverse workforce, advance consumer health and wellness, protect our environment, and strengthen our communities.  Aramark is recognized as one of the World’s Most Admired Companies by FORTUNE, as well as an employer of choice by the Human Rights Campaign and DiversityInc. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

     

    Description

    Aramark Uniform Services (AUS) provides uniforms and related products to more than 400,000 customers nationwide, in virtually every industry.  From designing and manufacturing to laundering and delivering, AUS works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity.  AUS operates from over 200 locations nationwide and has an immediate opportunity for a Customer Service Supervisor in Salem, Virginia.  

     

    The Customer Service Supervisor is responsible for the research and resolution of all Inbound Sales service issues. The Customer Service Supervisor is also responsible for supporting company initiatives by training, motivating and mentoring a call center staff of approximately 20+ people. In adddition to coaching them to succeed in displaying a professional service attitude and an eagerness to serve all customers. Ensures that department, and company, goals are communicated, executed and met. The schedule requires flexibility for nights and/or weekend shifts. The supervisor will also be responsible for handling escalated calls, from customers, when needed to resolve any issues and/or concerns.

     

    Qualifications

    Qualifications:

    • Proven leadership skills with an emphasis on development are required.
    • Minimum of five years customer service experience required.
    • Strong problem solving and customer service skills required.
    • Contact customer via phone/email, as needed.
    • Identify and address any potential roadblocks to successful order release.
    • Additional projects as required and overtime as indicated.
    • Sits for the entire shift.

    • Must have analytical and computer skills including Windows applications (MS Office) Outlook, etc.

    • Strong organizational skills with attention to detail.

    • Ability to work on special projects as needed.

    • Well defined communication skills, both written and verbal.

    • Able to work in a team environment.

    • Decision making skills.

    • Ability to handle escalated calls.

    • Assist with workflow.

    • Rotate skill group assignments based on call volumes.

    • Monitor break/lunch schedules for adherence.

    • Ability to train staff on company policies and procedures.

    • Able to multitask in a fast paced environment.

    EDUCATION:

    • Bachelor’s degree or equivalent
    • Combination of work experience and education is accepted.

    EXPERIENCE:

    Five years’ experience in a customer-centric environment and two+ years or more in a supervisory role.

     

    KNOWLEDGE, SKILLS & ABILITIES:

    • Ability to coach, develop and lead a team of 20+ Customer Service Reps in a fast-paced call center environment.
    • Exceptional time management skills with the ability to flex and multi-task.
    • Strong analytical skillsExcellent customer service skills to include professional phone protocol.
    • Team oriented with good communication and interpersonal skills.
    • Demonstrated personal drive and sense of urgency, results-oriented.
    • Ability to manage both the needs of the business and employeesStrong understanding of interdepartmental relationships in order to collaborate across the organization. 
    • Experience with call center telephony systems including user interface monitoring and phone sets.
    • Specific focus during emergency situations and the recovery process.
    • Ability to identify and enforce accountability to operations.
    • Familiar with Oracle Teleservice application and Cisco CTI is a plus.

    EQUAL EMPLOYMENT OPPORTUNITY

    ARAMARK is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with ARAMARK without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

    Aramark does not sponsor candidates in the U.S.

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