Customer Service Supervisor
Netflix - Hillsboro, OR

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Netflix is looking for highly motivated, dynamic customer-centric leaders for our inbound call center, in Hillsboro, OR. We are hiring Supervisors who have exceptional interpersonal and analytical skills, a proven ability to multi-task in a fast-paced environment and demonstrated ability to motivate their team and achieve performance results. Your top priority will be to understand, interpret and coach team members to strong performance in each aspect of the customer experience. You will be responsible for the overall development of the members of your team, with the ultimate goal of readying them for the next level of responsibility within the call center.

Responsibilities:

• Primary supervisor for team of 12-15 representatives
• Responsible for hiring, discipline, and terminations
• Demonstrate a strong ability to quickly learn product knowledge and a commitment to quality and consistency
• Create a positive environment where your team can learn and thrive

• Promotes team performance towards providing an outstanding customer experience in every interaction

• Drive team performance that consistently that meets or exceeds center’s performance expectations
• Conduct effective team meetings that facilitates learning, group participation and impact
• Coach representatives to address specific areas of focus or performance concern
• Serve as resource for CSRs for customer call escalations and general customer service questions
• Mentor representatives and peers for professional growth and job progression
• Provide floor support for new training and process implementations
• Maintain flexibility for schedule changes based on business needs

Qualifications:

• Minimum 2 years’ experience leading a team; strong preference for customer service call center environment
• Proven mentorship skills, with a demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individuals’ performance
• Record of strong performance, consistently meeting or exceeding performance expectations though coaching and developing others in a positive and sustainable manner
• Prior experience in decision-making for hiring, terminations and disciplinary action
• Ability to articulate complex issues in an easy to understand manner
• Motivated to be a high performer who self-identifies ways to improve overall team performance; taking initiative to identify areas of opportunity; receptive to and able to appropriately incorporate feedback
• Must be poised, with a demonstrated ability to navigate challenging customers, high volume and rapid change
• Strong oral/written communications skills
• Strong computer application skills including MS Windows, MS Word and MS Outlook
• Flexible to working various schedules

Netflix - 13 months ago - save job - block
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Netflix, Inc. is an online movie rental subscription service in the United States, providing approximately 7.5 million subscribers access to...