The Customer Care I Supervisor oversees and manages both the Customer Care and Reception Specialists in the Grand Island office. Supervisor also directly handles more complex Customer Care Escalation and documentation situations; (s)he is also responsible for proposing, devising, and helping implement process efficiencies as well as keeping the Department’s manuals and guides up to date. (S)he influences decisions and actions through advice and counseling and is accountable, individually and jointly

depending on the task, for the Department’s production, performance and results.

Reports To: Manger, Customer Care

FLSA Status: Exempt

Key Responsibilities

Supervision and Training

•  Analyze team’s daily performance indicators and communicate with employees, encouraging awareness and performance improvement by daily feedback, VIP Meetings and periodic reviews.
•  Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer communication training.
•  Schedule and lead team meetings and continuous training sessions to ensure effective communication, instilling a sense of urgency and fostering a collaborative team environment.
•  On-board new employees in Grand Island and provide recommendations to Manager for training, professional development, and promotions.
•  Appropriately assess risk when business decisions are made, demonstrating consideration for Amur's reputation and safeguarding its Customers, assets and brand.
•  Collaborate with other Amur Departments to establish practices and procedures in keeping with the company’s long-term growth, profitability and risk management objectives.
•  Review and approve employee time-off requests and timesheets as scheduled.
•  Engage, lead, and inspire team members to exceed monthly goals agreed upon with Customer Care

Customer Service

•  Maintain a positive and professional attitude by focusing on solutions to promote a collaborative and enjoyable environment.
•  Handle escalated customer calls, disputes and maintain professional phone etiquette skills.
•  Quality check calls and communications are at 99% in the Customer Care Department by ensuring that scripts and templates are being utilized and messaging is consistent across job functions.
•  Creating a work environment that is supportive, positive, and engaging in Customer Communication.

Research and Reporting

•  Reviews and monitors Customer Care/Reception productivity for accuracy and shares error opportunities with Manager for special training topics.
•  Review and submit reports of Maturing Lease & Accounting Reports.
•  Prepare and maintain reports on Call Workflows, weekly/monthly

Skills and Abilities

• Thorough knowledge of internal and industry standard Customer Care procedures, compliance, and applicable requirements
• Well-developed planning, time management and organizational skills
• Ability to handle multiple tasks during constantly fluctuating work load
• Demonstrated leadership and negotiation skills
• Ability to effectively plan and execute strategies
• Strong training, coaching and motivational skills
• Excellent written and verbal communication skills
• Commitment to exemplifying the highest integrity and professional business standards.
• Highly proficient in MS Office, including Excel, Word and Access, as well as Internet-based solutions and information sources and AmurEF lease management platforms (e.g., Lease Plus, Aspire, SSRS)

Education and Training Guidelines

• Associate degree in Business/Finance/Accounting or equivalent
• Two (2) to five (5) years related experience preferred

Career Type: Professional

A successful work product is accomplished by an individual working within teams, requiring application of

expertise in professional area(s) to achieve the targeted results. Progression within Department is

reflected by increasing depth of professional knowledge, project/process management skills, ability to

influence others and responsibilities for managing increasingly complex tasks and/or larger staff.

Competencies

1. Organizational Skills
2. Communication Proficiency
3. Ethical Conduct
4. Initiative
5. Time Management
6. Project Management
7. Technical Capacity
8. Thoroughness
9. Multi-Tasking

Supervisory Responsibility

This position has supervisory responsibilities to 10-15 staff team members.

Work Environment

This job operates in a professional office setting. This role routinely uses standard office equipment such

as computers, phones, copiers/scanners, filing cabinets and fax machines. May require training in new

software systems or learning upgraded software programs.