Supervisor, Customer Care Center
Job Category: Customer Service
Requisition Number: SUPER001277

Posted: December 8, 2021
Closed: February 1, 2022
Showing 1 location
MA - Boston TFCCS
Boston, MA 02115, USA
Job Details
Department:                  Fulfillment & Customer Care           
You will help to lead a dynamic team of communication professionals who are responsible for ensuring the delivery of high quality customer service to external customers and internal clients to maintain the standards and vision of the Customer Care Center (CCC), and support the overall mission of The Mother Church (TMC) and Publishing Society (CSPS).  In this role you will manage, develop and provide daily support and guidance to a team of 6-12 reps handling customer and client communications, in order to achieve operational and quality goals.  You may also develop communication scripts and templates, act as liaison with other departments and CCC staff, manage call flow and staffing, provide troubleshooting assistance with technical issues, and coordinate service expectations and delivery with CDS Global, the CCC’s outsourced partner.  You will identify learning and coaching opportunities for the CCC and CDS Global reps and share them appropriately, as well as identifying potential improvements to be made in new-hire and ongoing training. 
Oversees systems and daily work of CCC reps to ensure excellent quality service.  Monitors daily communications to maintain a high quality of service where responses are timely, appropriate and accurate. 
Reporting Relationships
Supervision: CCC Manager
Supervises:   Directly supervises approximately 6-12 CCC representatives.
Regular Contact:  Employees, product managers, vendors, professionals, staff and the public (customers and members).
College degree and at least five years of professional work experience required.  Prior supervisory or training experience required, and strongly preferred in a Customer Service environment.  Technical expertise and troubleshooting skills are a plus.
Technology Skills
Microsoft Office  (Word, Excel, and PowerPoint) and Google document skills needed.  Salesforce Service Cloud experience preferred.  Ability to learn new systems/processes. Familiarity with contact center technologies helpful.
Work Environment
Preference for onsite work in Boston, but may possibly work remotely with periodic visits to the Boston office as needed. Please note: This position cannot be performed remotely from Colorado [at this time] due to local job posting requirements. 
Engagement with Christian Science
Church membership and primary class instruction required.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. 
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