Supervisor, Financial Care
Smartsheet
San Jose, CR
hace 3 días

Financial Care Supervisor, Costa Rica

San Jose, Costa Rica

The Financial Care Supervisor is responsible for overseeing a team of Financial Care Specialists to maintain consistent performance in the resolution of customer inquiries.

The Financial Care Supervisor will handle the team’s escalated issues and be assigned accounts for resolution of escalated cases.

This position reports to the Manager of Financial Care in Bellevue, WA.

In , Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work.

Today, we provide a dynamic cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

You Will :

  • Supervise a team of Financial Care Specialists
  • Monitor Specialists' schedules and breaks, and review and approve timekeeping for the team
  • Work with Specialists to answer questions and to help them reach their customer experience goals
  • Provide ongoing training and development for Specialists and ensure systems training is completed in a timely manner
  • Take team calls as needed and handle disputes and escalation calls
  • Hit or exceed given performance goals for assigned accounts
  • Make appropriate decisions in accordance with Company policy for resolving issues
  • Collaborate with peers and management in a team environment
  • Regularly assess Specialist performance and address deficiencies and celebrate successes
  • Conduct monitoring of Specialist's cases and hold call calibration sessions and coaching with agents
  • Uphold and model Company policies and procedures
  • Keep up-to-date knowledge, understanding, and compliance with Company policies and procedures
  • Provide proactive feedback to management concerning potential problems and recommendations for improvement
  • Recommend process improvements for efficiencies and best practices
  • You Have :

  • Bachelor's degree in Finance, Business, or related field highly preferred
  • 5+ years in a similar customer care role and 2+ years in a leadership role
  • Strong technology / systems skills
  • Understanding of complex work systems, including bugs fixes and troubleshooting
  • Demonstrated high level of skill with Microsoft Office and G Suite
  • Experience with NetSuite, Salesforce, and Opscon experience a plus
  • Demonstrated customer service and negotiation skills
  • Effective verbal and written communication skills
  • Highly organized, detail-oriented, and with a high level of accuracy with an ability to handle multiple project timelines at once
  • Ability to work independently within a team environment
  • Ability to prioritize workload and have good decision-making skills
  • Ability to multi-task and learn quickly in an innovative environment
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