Job Description

Job Description

Job Description

Company Overview

Streamline Brands is a leading provider of swim lessons and water safety education for children and adults. We operate a chain of 180+ company-owned and franchised swim schools across the United States. Streamline Brands operations under multiple banners, including SafeSplash, Saf-T-Swim, SwimLabs, Miller, and Swimtastic.

Summary

The Customer Service Supervisor is responsible for developing and coaching a team of 12-17 remote Customer Service Representatives to meet service and sales expectations. This role leads by example, demonstrating a commitment to helping achieve the company mission through outstanding customer service delivery. The ideal candidate is passionate about helping others and achieving results while creating a fun environment in our growing swim school business.

Responsibilities:

• Conduct regular virtual 1-1 meetings with assigned representatives and provide constructive feedback, recognizing achievements and addressing areas for improvement.
• Monitor and evaluate call center performance metrics, such as call volume, average handle time, and customer satisfaction, and implement remote strategies to achieve and exceed targets.
• Perform quality assurance reviews and provide coaching on call quality to improve the customer experience.
• Foster a positive work environment, promoting teamwork, creating engagement opportunities, and addressing any concerns.
• Identify individual development opportunities and provide support and resources to help team members accomplish their professional goals.
• Conduct verbal and written coaching and corrective action with team members, as needed.
• Work directly with internal and external customers on escalated situations to resolve issues.

• Create and facilitate team huddles to support changes and ongoing training needs.
• Assist in the hiring and onboarding of new representatives.
• Maintain process and procedure documents
• Other duties as assigned to support the success of the customer service team

Requirements:

• Minimum 2 years working in a remote contact center environment.
• 1-2 years supervising direct reports in a customer service or sales environment
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, internal stakeholders, and remote team members.
• Ability to understand, analyze, and action performance metrics and data.
• Ability to handle confidential and sensitive information with the appropriate discretion.
• Strong organizational skills, with the ability to motivate others.
• Ability to problem solve, make decisions that will impact others, and take responsibility for actions.
• Ability to work independently and achieve position expectations in a remote setting.
• Proficient in Microsoft Office Suite or related software
• Technology requirements
  • Internet with upload and download speeds over 50 Mbps.

Strongly Preferred:

• Experience using CX One contact center platform

Required Education:

• High School Diploma

Job Types: Full-time

Salary: $19-23/hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Paid holidays
• Paid training
• Work from home
• Opportunities for growth

Hours of Operation and Schedules:

• Monday-Friday 9:30am-6pm MST, with occasional weekends

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