Customer Service Supervisor
Company: Netflix Location: 3175 NW Aloclek Dr Hillsboro, Oregon   97124 Employment Type: Full-Time
Job Description
Netflix is looking for customer-centric leaders with at least 6 months’ experience leading a team. We are hiring supervisors who have exceptional interpersonal and analytical skills, a proven ability to multi-task in a fast-paced environment and demonstrated ability to motivate their team and achieve performance results. Your top priority will be to understand, interpret and coach team members to strong performance in each aspect of the customer experience. You will be responsible for the overall development of the members of your team, with the ultimate goal of readying them for the next level of responsibility within the call center. Open House: You are invited to an Open House at our office in Hillsboro, Oregon. Tours of our Customer Service Center will be provided and our Recruiting team can answer questions about the position so remember to bring your resume. When?: Tuesday, June 29, 2010 from 5:30pm – 7:30pm Where?: Netflix Call Center - 3715 NW Aloclek Drive, Hillsboro, Oregon 97124, Lobby Entrance beneath the Netflix sign Responsibilities: • Primary supervisor for team of 6-10 representatives • Develop CSR skills and performance • Create a positive environment where your team can learn and thrive • Drive team performance to provide a consistent customer experience and meet or exceed center performance expectations • Conduct effective team meetings, facilitating learning, group participation and impact • Coach representatives to address specific areas of focus or performance concern • Serve as resource for CSRs for customer call escalations and general customer service questions • Mentor representatives to become proficient within organizational structure and goals • Mentor assigned new hires from training class added to team • Receive ongoing training – provide floor support for new training and process roll outs • Adhere to schedule; maintain flexibility for schedule changes based on business needs Qualifications: • Exceptional customer service and interpersonal skills • Minimum 3 years experience in a customer service environment • Minimum 6 months experience leading a team, preferably in a customer service environment • Proven mentorship skills, with a demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individuals’ performance • Record of strong performance, consistently meeting or exceeding performance expectations though coaching and developing others in a positive and sustainable manner • Ability to articulate complex issues in an easy to understand manner • Motivated to be a consistent high performer – self-identifying ways to improve overall team performance; taking initiative to identify areas of opportunity; receptive to and able to appropriately incorporate feedback • Must be poised, with a demonstrated ability to navigate challenging customers, high volume and rapid change • Strong oral/written communications skills • Strong computer application skills including MS Windows, MS Word and MS Outlook • Flexible to working various schedules and able to maintain a positive attendance record
Skill Requirements
Please see Job Description.
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