Position Summary:
As a Customer Success Supervisor, you will be responsible for leading and managing a team of Customer Success and Underwriting Representatives to ensure exceptional customer experience with a high level of accuracy relating to job approvals. This role is key in driving customer satisfaction, installation success, and sales quality. You will coach and develop team members, collaborate with cross-functional teams, and actively participate in the continuous improvement of customer success.
Essential Functions
- Lead, manage, and mentor a team of Customer Success and Underwriting Representatives.
- Possess working knowledge of all part, pricing and discount information and effectively apply to handling of all internal and external inquiries.
- Provide coaching and customer success and underwriters ensuring a streamline process for the customer through the installation process.
- Drive a positive culture that satisfies CPI’s core values.
- Train and develop on, policy and procedures, and company software to ensure successful certification at completion of onboarding.
- Ensure that CPI company policies are maintained and consistently executed as they relate to underwriting, job scheduling, customer inquiries, sales and installation support.
- Manage and maintain a high level of accuracy and efficiency in the processing to meet departmental goals.
- Cultivate a supportive environment that aids in professional development.
- Set performance expectations, conduct regular performance reviews, one on one’s, and provide constructive feedback.
- Analyze and provide proper feedback around KPI to ensure overall company goals are satisfied.
- Manage KPI’s: install fall out, success rate, average handle time, inbound outbound call count, aftercall work and quality scoring.
- Address and resolve escalated approvals in a timely manor.
- Collaborate with Sales, Installation, Customer Support, and Finance teams to align customer success efforts with overall business goals.
- Provide training to direct reports regarding the policies, procedures and protocol.
- Possess a complete understanding of all internal CPI policies and consistently apply them in the analysis and judgment of all approvals.
- May have additional duties as assigned by management
Knowledge, Skills and Abilities Required
- Must be able to effectively lead, manage and motivate others
- Must be able to develop and maintain a high-level understanding of all policies, procedures and protocol regarding the sales, underwriting, scheduling, and installation functions
- Must be able to successfully communicate and train direct reports on required information for the role
- Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries
- Must be self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standards
- Must be able and willing to listen, work as a functional member of a team, and take direction as needed to meet goals and complete work
- Must be able to develop and sustain positive and harmonious working relationships with all customers, colleagues and direct reports
- Must be able to maintain a professional presence and represent the company favorably
- Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritize effectively
- Must be able to understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfil priorities
Other Experience Required
- Two years of previous underwriting experience preferred
- Previous call center experience preferred
- 2 years leadership/management experience preferred
- High school diploma required; some college preferred