Customer Service Supervisor

Clearance Level
None
Category
Customer Service
Location
Raleigh, North Carolina

REQ#: RQ125050

Travel Required: None
Requisition Type: Regular
  • Assists less experienced service center representatives resolve complex customer questions.
  • Researches complex customer inquiries and responds to appropriate parties in a timely manner.
  • Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience.
  • Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements.
  • Provide occasional phone coverage when required.
  • Motivate staff through positive feedback to meet service level goals
  • Interfaces with team members, management, and customers in reference to customer service issues.
  • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
  • Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement.
  • Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
  • Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.

Basic Qualifications

  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in business management or related field preferred
  • Four or more years of customer service experience
  • Experience working with organizational functions and personnel
  • Experience working with fax machines, computer software, and telephone technology
  • Experience working with help desk software

Other Qualifications

  • Good business and analytical problem solving skills
  • Strong communication skills

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.