Job Description:

The primary function of the Customer Support Supervisor is providing day-to-day leadership and supervision of the Customer Support team. This role will be responsible for monitoring performance and quality metrics. The candidate will have strong interpersonal skills, customer focused, and results driven.

The Customer Support Supervisor must be hands-on and detail oriented. This role will have direct influence and impact to the Customer Support team members.  Consistency in applying policies and procedures is critical.  This role is very customer focused providing accurate information to all relevant constituents.  The individual must be a professional, who can deliver results and develop the talent in their group.   The Customer Support Supervisor must have strong interpersonal and communications skills.  The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people.  The individual must be skilled to lead a team through process changes along with the adoption of new processes, procedures, products, or responsibility changes.

Essential Duties and Responsibilities

Onboard, train, and manage talent, including performing one on onesAssist Customer Support team members implementing countermeasures for continuous improvementEnsure Customer Service policies, procedures and direct activities provide the delivery of world-class service to our customers, duties include managing inbound call queues, managing email volumes, shipping corrections, etc.Ensure product knowledge exists within self and direct reportsManage customer escalations to resolutionHandle other duties and projects as assigned

Job Requirements:

MINIMUM REQUIREMENTS

1 year of previous supervisor or leadership experience1 year call center management, Customer Support, or help desk leadership experience Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)

PREFERRED REQUIRMENTS 

Excellent verbal and written communication skills.Leadership– Must be able to inspire others to act on key initiatives.Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.Influence – Must be able to influence direct reports, peers, leadership staff, internal and external customers.Results orientation – Must consistently deliver results.Communication – Must be able to effectively communicate in both written and verbal forms.Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.Positive Attitude – Does what it takes to successfully accomplish goals

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$22.40 - $30.30 per hour

Operating Company:

Orascoptic

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.