** Customer Service Supervisor**

**Job Category****:** Customer Support **Requisition Number****:** CUSTO10199 Showing 1 location **Job Details**

**Description**

**TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking full-time Customer Service Supervisors to join our team in Middle River, Maryland.**

**Job Summary:** The Customer Service Supervisor is primarily responsible for the Customer Service Representatives (CSRs) performance. The Customer Service Supervisor(s) oversee teams of CSR staff and delegates, evaluates, and monitors day-to-day activities of the CSRs. The Customer Service Supervisor ensures all telephone account maintenance inquiries are responded to promptly and within performance standards. The Customer Service Supervisor mentors and provides feedback to staff regarding job performance, monitors day-to-day activity of staff and conducts performance reviews. Under the direction of the Assistant Call Center Manager.

**Essential Duties and Responsibilities** include the following. Other duties may be assigned.

* Compiles performance reports, monitors and records measures in performance log, and reports these measures to Management on a regular basis.

* Evaluates operational needs and work level requirements to determine the appropriate hiring method.

* Continually assesses Customer Service levels for performance and monitors customer feedback.

* Ensures that all Customer Service Center representatives are courteous, professional and attuned to customer needs.

* Ensures that the Customer Service staff is taking appropriate steps when an event needs to be escalated for resolution.

* Effectively delegates work tasks to ensure that Customer Service performance measures are met.

* Establishes statistical performance reporting criteria, monitors standards, and enforces policies and procedures to ensure all personnel meet or exceed expected service and performance levels.

* Continually assesses training needs through auditing and monitoring.

* Writes performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.

* Schedule CSR work assignments, monitors daily CSR activities, and assists with account maintenance.

* Sets objectives for and monitors performance of every customer service department position.

* Audits staff to ensure quality of work is maintained at appropriate levels. Provides necessary training and support for problematic staff/processing.

* Manages customers that request supervisor assistance.

* Hires, develops, and evaluates Customer Service staff.

* Ensures that employees follow TransCore policies and procedures.

**Supervisory Responsibilities:** Directly supervises up to 30 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

**Education:** Associate degree (A.A.) or equivalent from two-year college or technical school.

**Authority:** Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.

**Job Complexity:** Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

**Discretion:** Erroneous decisions or failure to achieve results will cause delays in schedules.

**Interaction:** Frequently interacts with subordinates, customers, and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

**Direction:** Provides direct supervision to professional individual contributors and/or skilled, support individual contributors (e.g., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

**Experience:** Typically requires a minimum of 2 years of related experience.

**Language Skills:** Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

**Mathematical Skills:** Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

**Reasoning Ability:** Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

**Physical Demands:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

**Work Environment:** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)