Customer Support Supervisor - Golden Colorado

Location

Golden, CO | United States

Job description

Position:

Our Customer Support Supervisors Excel in verbal and written communication skills, with the ability to serve organizational customers utilizing cutting-edge technologies and approaches to assure the highest level of service.  Along with the ability to develop reports, briefings, and operating procedures the Customer Support Supervisor will provide analytical and evaluative strategies to implement the Call Center Performance measurements and metrics that define success. 

Principle Choice Solutions (PCS) is looking for self-motivated, confident, and accountable people to join our team and help us share our mission and values with everyone around us.

Principle Choice is Different:

PCS was built on the sincere desire to provide our associates with a work environment that fosters a healthy work-life balance while providing our clients with a competitive edge, all without sacrificing our values or high standards.

• Comprehensive health insurance options including Medical, Dental, & Vision.
• Flexible Spending and Dependent Care Accounts
• Company paid Life, AD&D, Short- and Long-Term Disability Insurance
• Voluntary Life & AD&D Insurance
• Critical Illness, Accident & Hospital Indemnity Insurance
• Paid Time Off for both sick and vacation time
• 401(k) plan with employee and employer contributions
• Tuition Assistance Program
• Employee Assistance Program (EAP)
• Referral bonuses

Position is Exempt with a Salary range of $65-72k per year.

Work will be performed at the Denver Logistics Center, 555 Corporate Circle, Golden, CO  80401.

Essential Job Functions: Other duties may be assigned.

• Manage on-site agents at the Denver Logistics Center (DLC) in Golden, CO, with the day-to-day aspects of the DLC Call Center.
• Must be available to work on-site Monday-Friday, between the hours of 6:00am-6:00pm MT, excluding Federal holidays.
• Establish and maintain a professional working relationship and environment with DLC leadership and agents.
• Actively design and provide training and refresher training to ensure agents are fully competent to answer questions and provide information for all DLC programs and products.
• Establish and maintain a professional working relationship and strong communications with company leadership.
• Provide Quality Assurance (QA) to direct reporting agents.
• Utilize the VA systems efficiently to perform QA audits.
• Work with management to attain QA standards as set forth by the VA and DLC.
• Maintain a working knowledge of and comply with all VA compliance Requirements and regulations.
• Work with DLC leadership to address questions, concerns, and/or issues that may arise.
• Maintain consistent communication with the Director of Operations to inform of significant issues, problems, opportunities, and situations involving all aspects of the contract.
• Forecasting and planning labor work schedules and assignments for agents to adhere to hours of operations and varying call volume.
• Actively coach agents per the standard operating procedures.
• Attend and provide training refresher classes and additional training as needed to improve staff skills in job functions, customer relations, and problem resolution.
• Organize, maintain, and send mandatory reporting on a weekly basis to appropriate parties.
• Monitor QA standards for al agents and provide corrective action when not in compliance.
• Responsible for understanding and complying with all policies, procedures and regulations relating to the business operations.
• Maintain adherence to annual VA Security and Privacy Policy Requirements/Trainings for self and agents.
• Perform all other duties as assigned by management.

Knowledge & Experience:

• High school diploma or equivalent required.
• Higher education in Business Management/Supervision preferred.
• Require a minimum of 6-months customer service practices and principles experience and knowledge.
• Prefer a minimum of 6-months training experience.
• Prefer Quality Assurance experience.
• Knowledge and proficient in the use of Microsoft Office application software, including but not limited to: Word, Excel, SharePoint, and Outlook.
• Ability to communicate with various communication styles both, professional and technical.
• Computer proficiency.
• Proficient in office automation equipment and software.
• Excellent interpersonal, written, and customer service communication skills.
• Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak.  This position is sedentary in nature with minimal lifting requirements. 

Working Conditions:

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise.  Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Security and privacy training will be provided as part of this role to protect the confidentiality, integrity and availability of PCS’ employee and customer data.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

For more information on PCS, and our company culture, visit our website at

PCS is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job tags

Salary