Customer Relations Supervisor, PSA

As a Customer Relations Supervisor at Collectors, you'll oversee the day-to-day operations of the Customer Relations Center, focusing on delivering exceptional service to our customers. This includes managing a team of Customer Relations Representatives, ensuring timely resolution of customer issues, defining KPIs, collaborating with managers to optimize strategies, and maintaining staffing levels to meet service demands.

For the Customer Relations Supervisor role at Collectors, candidates typically require at least 6 years of experience in customer service, with 2 years in a supervisory role. A degree or equivalent experience is highly preferred. Proven skills in implementing process improvements, clear communication skills, and familiarity with CRM platforms like Salesforce are also important.

At Collectors, the Customer Relations Supervisor works in a dynamic and engaging office environment located in Jersey City, NJ. We focus on fostering a fun and collaborative atmosphere where team members are encouraged to participate in team-building activities, celebrate milestones, and innovate together.

Collectors is committed to employee development, particularly for the Customer Relations Supervisor position. We offer training and onboarding for our teams, encourage mentorship, and empower supervisors to implement improvements. Employees also benefit from flexible schedules, education assistance, and potential career advancement opportunities within the organization.

Customer Relations Supervisors at Collectors enjoy a comprehensive benefits package, including health insurance, a 401(k) matching plan, flexible paid time off, ten company holidays, and employee discounts on grading services. We strive to create a supportive work-life balance and a positive work environment.

In interviews for the Customer Relations Supervisor position, highlight your hands-on approach to leadership. Discuss how you mentor and encourage your team to achieve their best while maintaining open lines of communication and support, allowing them to thrive.

When answering this common question, share a specific instance where you implemented an improvement that led to increased efficiency or customer satisfaction. Use metrics if available to demonstrate the impact of your changes within a customer relations framework.

Explain your strategy for defusing escalated situations, emphasizing your communication skills and ability to remain calm. Share specific techniques you may use to resolve conflicts and ensure customer satisfaction while following company policies.

In your response, mention relevant KPIs that align with the Customer Relations Supervisor role, such as resolution time, customer satisfaction scores, call abandonment rates, and employee performance metrics. Discuss how these KPIs guide team performance and service quality.

Talk about your approach to forecasting needs based on customer volume and historical data. Explain how you collaborate with HR to maintain optimal staffing levels and how you manage your team's schedules to prevent burnout while ensuring coverage.

Discuss your proficiency and experience using CRM systems in managing customer relations. Highlight specific features you have utilized to enhance service delivery and productivity, emphasizing any experience with implementing or training others on the platform.

In your answer, outline the onboarding process you have developed or participated in, emphasizing engaging training methods that foster retention and understanding. Discuss how you tailor training to meet diverse learning styles.

Share the methods you utilize to assess customer satisfaction, such as surveys or feedback mechanisms. Highlight how you analyze this data to make informed decisions and improve the team's service delivery.

In interviews, express your strategies for cultivating teamwork, such as team-building exercises, regular meetings for sharing successes, and creating a collaborative environment where team members feel valued and empowered to contribute ideas.

When answering this question, reflect your enthusiasm for collectibles, citing personal experiences or interests that connect you with the community. Illustrate how this passion motivates you to enhance the customer relations experience at Collectors.