Customer Response Supervisor Job in Collegeville, Pennsylvania US
Customer Response Supervisor
Title: Customer Response Supervisor About Iron Mountain Iron Mountain (NYSE:IRM) is the industry leader in information protection and storage services. Since going public in 1996, Iron Mountain has grown from $139M in revenues to a Fortune 1000 company with over $3B in revenues. Forbes magazine has recognized Iron Mountain as one of the "Top 400 Best Big Companies" and FORTUNE Magazine has consistently ranked the Company as one of "America's Most Admired Companies" for diversified outsourcing. In early 2009, Iron Mountain was added to the prestigious SP 500 Index. The Company offers comprehensive records management, data protection, and information destruction solutions along with the expertise and experience to address complex information challenges such as rising storage costs, litigation, regulatory compliance and disaster recovery. Founded in 1951, Iron Mountain is a trusted partner to more than 120,000 corporate clients throughout North America, Europe, Latin America and the Pacific Rim. For more information, visit www.ironmountain.com . We are currently recruiting for a Customer Response Supervisor. Job Summary Responsible for the daily functions and customer support within the Customer Response team. Ensure that team goals and targets are met with the primary focus on quality customer service. Essential Functions Team Leadership Provide requisite support and work environment for self-motivated and informed team. Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals. Support programs to enhance employee recognition and career development for individuals on the team. Ensure knowledge and adherence to Iron Mountain policy and procedures; department standard operating procedures. Provide regular communication and support for team on service performance and updates on new department policies, programs or services. Provide HR related support for team members as required. Act in the capacity of Operations Supervisor in his/her absence Serve as back-up to the other Supervisors in their absence Assist with the recruitment, hiring and support of new employees and ongoing training and support for the team. Consistent Performance Responsible for the control of the Customer Response functions, to include: order entry, data entry and customer support. Drive the responsibility for the timely, accurate and productive delivery of customer support needs. Track results of quality and productivity standards and ongoing quality improvement programs. Monitor department functions to meet deadlines required by customers. Ensures that team members are knowledgeable of company's policies and procedures. Monitor processes that are in place to achieve departmental goals. Work with other departments to assure completion of special projects, as required. Support the staffing plans and workflow to support customers. Complete weekly, monthly and annual performance reviews, answer questions and provide constructive feedback to assist team members through performance improvement programs. Helps secure resources required to support development efforts; ensures that opportunities for development are available; offers to help individuals overcome obstacles to learning. Maintain plan for call quality and customer interaction support for the team members. Monitor and coach for tone, professionalism and presentation. Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures. Ensure data integrity. Interpret and answer customer questions and concerns. Maintain working partnership with District, Area, Division and Corporate teams, as required. Other duties as assigned, to include Special Projects. Service Quality Monitor the appropriate measures of quality service related to team members, to include: performance indicators, service trends and customer feedback. Communicate with customer regarding problem resolution of service problems. Research service problems generated by customer or escalated from a district. Performance tracking - Quality Checks. Provide weekly reports and customer trends/needs for team review and analysis. Support for escalated customer needs and problem resolution.