Job Information
Mom's Meals Customer Care Supervisor in Des Moines, Iowa
Position SummaryThe Customer Care Supervisor leads a team of approximately 20 call center reps handling inbound and outbound calls placing client meal orders, addressing questions, and providing exceptional customer service. This position can be located at either our Des Moines or our Ankeny office and work Monday - Friday between 9:00am - 6:00pm. Occasional Saturdays may be required.Position Responsibilities may include, but not limited to
Track and document employee performance both formally and informally
Complete employee performance reviews
Interview, hire, and terminate employees, when needed, with assistance from Human Resources
Create and distribute necessary call center reports as requested by management
Train, motivate, develop, and coach employees to drive customer satisfaction, efficiency, and performance
Determine training requirements for new hires and additional performance-based training for existing representatives, as needed
Answer Customer Service Representative questions and handle customer escalations
Manage productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner
Schedule Customer Service Representatives based on call center volume and needs
Approve weekly timecards and resolve employee issues per Company policy and/or with Human Resources assistance
Coordinate and provide assistance in managing necessary call campaigns, such as Welcome and Exit Campaigns
Required Skills and Experience
High School Diploma or GED
At least 5 years' experience in direct customer contact call center environment to include a minimum of 2 years' of experience in a supervisory role managing direct reports
Proficient in Microsoft Office
Strong problem solving and analytical skills
Excellent verbal and written communication skills
Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner
Sincerity and passion for helping people
Preferred Skills and Experience
Bachelor's Degree
Bilingual (English/Spanish)
Demonstrated ability working with the elderly, disabled, and other individuals at risk exhibiting empathy and compassion to improve their quality of life, support, and access to needed services
Physical Requirements
Repetitive motions that include the wrists, hands and/or fingers
Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Company Overview
Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.
EEO
Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.