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Customer Service Supervisor
Summary
Title:Customer Service Supervisor
ID:11-2021
Department:Customer Service
Location:Houston, TX
Description

Type: Full-time, Regular
Pay rate: Salary contingent with experience
Location: Hybrid, Houston, TX
Travel required: 10%

Position Overview:

The Customer Service Supervisor is responsible for coaching our customer service staff to deliver world-class customer service. As a customer service supervisor, you will be tasked with building a strong team that is able to achieve individual and department goals. In this role, you will work closely with the Customer Service Manager and other global Customer Service Supervisors to resolve emergency issues, provide training for new employees, and implement standards and processes for cPanel and other WebPros brands. Success is achieved in this role by employing reason and tact while focusing on the satisfaction and growth of both your team and our customers.

Essential Functions:

  • Oversee day-to-day operations for the cPanel customer service team and providing regular performance-related feedback to each team member
  • Meet with the customer service team on a weekly basis to continually promote ongoing initiatives and highlight department performance
  • Provide recommendation on recruiting, interviewing, hiring, and promotions for department customer service representatives
  • Understand and support multiple products including cPanel, Plesk, and other WebPros offerings
  • Act as the primary communicator for the cPanel customer service team to provide information and feedback to the Customer Service Manager
  • Coach the customer service team to achieve department and individual goals provided by the Customer Service Manager, including CSAT and other performance goals
  • Complete and deliver regular performance evaluations for the customer service team and identify areas of improvement
  • Manage customer service issues that have been escalated from representatives via ticket, chat, and phone
  • Provide timely follow-through on communication internally and externally, including email, tickets, and meetings
  • Work with the Customer Service Manager and other department leaders to assist in strategizing for company initiatives
  • Assist with training of staff on customer service procedures and skills
  • Contribute to company and department documentation efforts
  • Adhere to the policies and procedures of the company
  • Exemplify the Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun

Eligibility Requirements:

  • High School Diploma or equivalent
  • At least four years of relevant customer service experience
  • At least one year in a leadership or coaching role
  • Ability to exercise direct supervision over a team of customer service representatives
  • Ability to analyze and report on department and individual metrics
  • Working knowledge of standard customer service protocol

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Written Communications: Superior written communication skills required; ability to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation
  • Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings
  • Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all levels of employees in a professional and effective manner
  • Research Skills: Able to gather data, facts, and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures, or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring
  • Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information
  • Time Management: Strong organizational skills, able to prioritize and to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner
  • Business Acumen: Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies
  • Results Driven: Able to follow through on assignments to achieve company and departmental goals
  • Adaptability: Able to adapt to changes in the work environment, manage competing demands, and able to deal with frequent change, delays, or unexpected events
  • Problem-solving Skills: Able to take a logical approach to address problems or opportunities or manage the situation at hand by drawing on one’s knowledge and experience
  • Attention to Detail: Able to accomplish a task with concern for all the areas involved, carefully monitoring the detail and quality of own work
  • Customer Service Skills:
    •  Ability to explain technical issues clearly and with sufficient detail
    •  Understand that everything we communicate to the customer makes a difference in making the customer happy
    •  Positive and friendly attitude even when dealing with difficult customers or customers with a lack technical knowledge
    •  Ability to acknowledge limits in knowledge and seek assistance when necessary
    •  Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, Troubleshooting help, or methods for a positive customer experience
    •  Excellent at communicating over the phone and handling phone systems
  • Travel: Occasional local and overnight travel may be required, including some travel by air

Work Environment and Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. The work environment may be in either an office setting, at the company’s data center, or at a third-party location for training.

cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) may be required

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