Customer Service Supervisor

TechFlow is immediately hiring an experienced Customer Service Supervisor to support a high profile government contract for our Platform Services team. This hands-on Customer Service Supervisor will focus on managing the 24/7 customer service representatives and operations coordinators.

Please note: This is a fully remote position that rotates weekends on-call for escalation with operations coordinators.

Key Responsibilities

• Provide daily direction and communication to employees and keep the team focused so they perform efficiently
• Assist with escalated issues from team as required
• Team Scheduling for 24/7/365 coverage
• Validate agents are performing work as documented by monitoring KPIs
• Complete Quality Assurance checks on tasks performed by team
• Provide guidance/re-training when necessary.
• Report to upper management performance of CSRs against KPIs/SLAs related to telephone and email communications
• Continual evaluation of processes and procedures, combined with the ability to provide training/coaching
• Ability to reconcile data between multiple systems using excel
• Problem solving and critical thinking skills combined with situational awareness and adaptability in the face of challenging circumstances
• Act as backup on tasks for Program Specialist
• Approve employee time cards
• Complete annual performance reviews and mid-year assessments for employees
• Rotating on call for weekends/holidays with Operations Coordinators for escalation with operations coordinators

Requirements

• Bachelor's Degree
• 5+ years’ experience in customer service

• Experience with ticketing systems and call center telephony equipment
• Experience responding directly to customer issues and providing excellent customer service, both verbally and in writing
• Experience supervising remote employees
• Minimum three years supervising a team
• Experience with Microsoft Programs
• Must be able to obtain and maintain Public Trust Clearance

Benefits

About TechFlow

Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.

Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.

TechFlow has three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.

Benefits

TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!

• Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
• 401k plan with Roth option.
• Eligibility for an employer match.
• Immediate vesting
• Paid time off
• Holidays – 11 paid holidays per year
• Comprehensive medical, dental, and vision plans
• Company-paid Life & AD&D insurance plan
• Employee Assistance Program
• Wellness Resources
• Company-paid training and development program
• Voluntary benefits include:
• Life & AD&D Insurance for employee, spouse, and children
• Short-term and long-term disability (per plan guidelines)
• Legal Shield and Identity Theft protection plans
• Pet Insurance