• Customer Care/Technical Support Supervisor

    Job Locations US-FL-Orlando
    Job ID
    2018-2129
    Category
    Customer Experience
  • Overview

    This position is responsible for the Customer Care, Technical Support, Troubleshooting, Subject Matter Expertise and Security of TravelClick’s Reservations Solutions products.   It includes team building and management of the technical Customer Support team supporting the TravelClick Reservations suite of products. The position has significant company-wide impact and is critical to ensuring that the customer’s experience with TravelClick is seamless, consistent and positive.

    The position manages on-site technical resources including third party vendors and includes the development and implementation of policies and procedures for the provision of proactive and reactive support.

     

    This is a full-time position and shifts will be between 8:00AM-8:00PM EST, and Customer Care Specialists must have the flexibility to work any day of the week, including weekends. 

    Responsibilities

     

    • Supervise a team of customer-facing technical resources
    • Drive team to achieve high Customer Satisfaction ratings - Act as a point of escalation for customer issues and constantly look for ways to improve customer satisfaction
    • Facilitate training on our Reservations products to constantly improve the quality of service provide
    • Work cross-functionally with other product leaders to provide the customer perspective for new product development and product enhancements
    • Work cross-functionally with IT and Product to keep informed about product outages and technical issues to enable pro-active customer impacting communications
    • Other duties as assigned
    • Process Development
    • Ticket Queue prioritization - ensure work is meeting and exceeding customer expectations on resolution times
    • Reengineer and implement processes for Customer Care team to increase the overall satisfaction level of customer service experiences
    • Design, implement and manage quality assurance support processes along with performance management processes for the Reservations product suite
    • Plan and implement departmental processes, projects and services to support effective business operations 
    • Team Management
    • Establish and implement department measures for entire team to achieve daily, weekly, monthly and annual productivity and satisfaction goals
    • Establish departmental goals and achieve them ongoing – providing feedback to achieve continuous improvement
    • Develop structured requirements for support and maintenance
    • Manage customer care team members, motivate, collaborate and encourage high Engagement
    • Forecast work volumes and projects, right-size resourcing appropriately
    • Manage project plans for on-boarding new product launches into the technical customer care organization

     

    Qualifications

     

    • Dynamic leader with proven ability to build, grow and motivate teams with a strong track record of acquiring and retaining top talent.
    • Detail oriented, well organized, and ability to multi-task in a results oriented business environment is a must.
    • Strong communication and interpersonal skills are required.
    • Demonstrated ability to develop, deliver and sustain successful customer service programs and consistently meet and exceed goals. The incumbent must be capable of making commitments, setting priorities and delivering results on time and on budget.
    • Excellent analytical, problems solving and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions.
    • Experience in report generation, data collection systems and analysis techniques.
    • Strong overall business and people skills, including strategic planning, presentation skills and business acumen.
    • Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis.
    • Proven experience with the management of business process outsourcing and management of vendors in providing customer support activities.
    • Familiarity with the hospitality or travel industry concepts practices and procedures.
    • Flexible work schedule.
    • Must be proficient in Microsoft Office suite.

     

    Education:

    • Bachelor’s degree in IT related field with at least 3 years’ experience in Technical Customer Service Management/Customer Service or equivalent years’ service

     

     #LI-ER1 

    EEO Statement

    “All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”

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