Campus Pride Jobs

Mobile Campus Pride Logo

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 servicePosition 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 including 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 18 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.

DirectEmployers