Supervisor, Customer Support - Blue Ash, OH (M-F 9:00am-6:00pm EST)
Job OverviewWe're looking for talented professionals to join us in bringing smart money management and payment solutions to everyone's fingertips.
JOB DESCRIPTION This role will need to work in the Blue Ash, OH office and will not be a remote role. Monday-Friday 9:00am-6:00pm EST What does a Supervisor, Customer Support do at Green Dot? You will be responsible for leading a team of front-line customer service agents who support inbound customer inquiries. Your objective will be to lead internal employees to resolve our customer's issue by delivering world-class customer service while balancing employee development in alignment with our performance goals.
As a Supervisor, Customer Support, you can look forward to: Managing the team's production and performance to meet departmental and company KPIs.Providing regular coaching to non-exempt staff based on performance.Advocating as the "voice of the customer" to Green Dot, proactively making recommendations to address the root causes of escalations and complaints.Understanding current business processes and tools that impact our customers and working with the manager and necessary owners to resolve issues.Sharing information and knowledge with other team members to recognize and reduce repeated issues.Capturing all pertinent customer contact information accurately within data capture systems.Following escalation and complaint procedures to ensure all customer escalations are tracked.Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps.Supporting Green Dot employees and executives with resolving customer issues.Maintaining contact with relevant customer groups within Green Dot.Actively participating in ensuring that Green Dot knowledgebase is up to date.Participating in team meetings and discussions as required.Performing other duties as needed.You might be the right match for this role if: You can demonstrate the ability to understand the big picture and identify underlying drivers causing complaints.Required: Minimum 3 years of contact center experience.High school diploma or equivalent.Ability to communicate effectively with all levels of management.Proficiency in MS Outlook, Word, PowerPoint and Excel.Proven success working in a collaborative team within a fast-paced, customer-centric environment.Demonstrated negotiation and conflict management skills.Preferred: Bachelor's degree.Minimum 3 years of operational leadership.Previous corporate escalations or higher tier experience.POSITION TYPE Regular
PAY RANGE The targeted base salary for this position is $44,400 to $67,800 per year. The final compensation will be determined by qualifications, expertise, and geographical location.
Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills.
About UsGreen Dot Corporation (NYSE: GDOT) is a financial technology and registered bank holding company committed to transforming the way people and businesses manage and move money.
What We Do: We build simple, seamless and secure financial tools for our customers and powerful solutions that fuel engagement, trust and value for partners.
Our Mission: We give you the power to bank seamlessly, affordably and with confidence.
Our Purpose: Access should not be a privilege, and we envision a world where modern banking is at everyone's fingertips.
Our Values: Stewardship, Trust, Action, High Performance, and Teamwork.
#J-18808-Ljbffr