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Position Summary
The Customer Service and Order Support Supervisor leads the customer service and order support team in providing exceptional service to CEB's customers, and the accurate processing of customer orders, payments and account changes. The Customer Service and Order Support Supervisor is responsible for all activities associated with inbound customer calls including processing customer orders, account inquiries regarding account and order status, processing payments and answering billing inquiries,…
standing orders, complaints, maintaining positive account relationships, as well as team scheduling. Handles technical systems maintenance; staffing including hiring and training; the development of the unit and individual performance standards and customer service standards and preparation of reports to the Director. The Customer Service and Order Support Supervisor works independently and initiates projects necessary to maintain a high level of service to customers
Salary & Compensation
*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications
Bachelor's degree or 5 years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service. (Required)
Strong working knowledge of the Talkdesk telecommunications system (Required)
Experience using the Intercom customer communication platform. (Required)
Knowledge and experience using the Staxbill financial billing system (Required)
Experience using the Intercom customer communication platform (Required)
Extensive knowledge and experience working with Salesforce. (Required)
Strong knowledge and experience with NetSuite order processing (Required)
Ability to manage multiple priorities in a fast-changing environment (Required)
Exceptional verbal, written, and interpersonal communication skills (Required)
Demonstrated ability to lead (Required)
Education, Licenses, Certifications & Personal Affiliations
Bachelor's Degree in related area and / or equivalent experience / training (Required)
Special Conditions for Employment
Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.
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