The function of the position is to lead a team of Customer First Support Representatives resolving customer issues in a timely matter such that we deliver an exceptional experience to our valued customers. focused on delivering an outstanding service to our internal and external clients. The manager will establish and monitor proper metrics to manage team performance in delivering an excellent customer experience. The role of the Supervisor, Customer First is to provide superb customer service by leading and motivating the customer first team.
This individual provides general day-to-day direction to team members and serves as a go-to resource for issue resolution after escalation.

The Supervisor, Customer First is responsible for handling all HR-related matters for their team members (including hiring, performance management, workload distribution, personnel issues, etc.). The Supervisor Customer First will be responsible for driving process improvements and collaborating with internal resources to drive continuous improvement efforts across the Customer First organization and the company, as well.

The role will work closely with internal AR team members, IT, 3rd party service providers and other internal partners as necessary on special projects. A strong customer service mindset is required for success. This role will work closely with key customers and the cross-functional teams to understand and resolve issues while adhering to established company policies and procedures.

• Develop a work environment that supports employees and productivity by providing the tools, work space, training, and appropriate staffing levels to foster team cohesiveness, efficiency, effectiveness, and positive morale
  • Represent Customer First in the many cross-functional committees regarding strategic and tactical initiatives. Must feel comfortable being the "voice" of the Member when making decisions
  • Foster professional, working relationships with peers, leaders and all levels of the organization as needed
  • Manages and directs customer first representatives and holds accountable to metrics for the team
  • Designs and reports individual and departmental performance metrics for continuous improvement.
  • Challenges team members in providing exceptional support to both external and internal customers
  • Focuses on helping team members improve their skills and knowledge through day-to-day coaching
  • Directs staffing, training and performance evaluations to develop and improve the customer service and support function
  • Provide inspirational leadership in a time-sensitive and demanding environment
• Maintain and improve service by monitoring employee performance; identifying and resolving problems; preparing and completing action plans; managing internal systems and process quality assurance programs
  • Minimize employee mistakes by creating efficient process flows and collaborating across departments. Help identify inconsistencies and opportunities for process improvement
  • Prioritize customer experience over other metrics. Handles escalations as needed. Responsible for ensuring customer needs are met
  • Develop and implement strategic team plans to consistently improve team performance while also collaborating on employee action plans for individual development actions
  • Develops Dashboards and Reports for KPI and metric measurements for performance
  • Analyze trends against key performance metrics and draw insights that lead to action
  • Manages multiple simultaneous tasks and projects and can prioritize effectively to meet deadlines
  • Collaborates with business and IT partners to gather requirements and implement technology solutions; often serving as a liaison between teams
  • Seek continuous improvement through value added projects and analysis as well as reengineering of current business processes
  • Participate in special project work as required, such as systems implementation, etc.
  • Update and maintain SOPs and other documentation
  • Participate as an SME on cross organizational projects (process and technology)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE
• Minimum BBA/BS degree in Business related field preferred, or equivalent experience in lieu of degree
• Minimum of five (5) years of management or customer support/care experience required
• Conflict Management and decision-making experience
• Ability to effectively influence, direct, lead, and motivate others while promoting teamwork
• Possess excellent communication and stress tolerance skills
• Ability to work independently, show initiative, and meet deadlines
• Strong Microsoft Office suite skills
• Articulate the vision, strategy, goals and objectives to the team & set clear and measurable goals
• Flexible, detailed, and able to successfully accept change
• Strong analytical and organizational skills
• Ability to define problems, collects data, establish facts, and draw valid conclusions
• Strong communication skills and the ability to influence others
• Excellent communicator with all levels of organization

Worldpac is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require accommodations to perform the essential functions of the job, please contact talent@worldpac.com for assistance.

Worldpac is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status.

Worldpac offers a comprehensive benefits package designed to support the health, financial well-being, and work-life balance of its employees. Key benefits include:

Health and Wellness:

• Medical, dental, and vision insurance plans to cater to various healthcare needs.
• Health Savings Accounts (HSAs) with company contributions for eligible plans.
• Flexible Spending Accounts (FSAs) for medical and dependent care expenses.
• Employee Assistance Programs (EAP) offering confidential counseling and support services.

Financial Benefits:

• 401(k) retirement plan with company match to assist in future financial planning.
• Life and Accidental Death & Dismemberment (AD&D) insurance for financial security.
• Short-term and long-term disability insurance to protect income during unforeseen circumstances.

Additional Perks:

• Paid time off, including vacation days and holidays, to encourage rest and personal time.
• Employee discounts on products and services.