Client Services Supervisor

Americor is a leading provider of debt relief solutions for people of all backgrounds. We offer various services to help our clients achieve financial freedom, including debt consolidation loans, debt settlement, and credit repair. Our team of experienced professionals is dedicated to helping our clients get out of debt and build a brighter financial future. Our dedication to others sets us apart - not only as a company but as a community of employees who support each other's personal and professional growth. Recognized as a 'Top Place to Work' and 'Best Company' in customer service, quality, and value, we invite you to join our team of talented professionals.

This role is open to remote candidates in AZ and TX, or candidates within a commutable distance of our Meridian, ID office. This role is non-exempt hourly and pays $28.00 - $29.00 an hour, dependent on experience. This role is available to candidates who do not require visa sponsorship.

The Client Services Supervisor will be responsible for overseeing and sharing the daily operations of the customer service department. Their duties include but are not limited to communicating customer service objectives to Customer Service Representatives and other departments, compiling data to make assessments of their department's progress, and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

Responsibilities

• Participate in the interview and hiring process.
• Support the onboarding and training of new agents.
• Collaborate with leadership to establish policies and procedures.
• Responsible for coaching, training, mentoring the team, and conflict resolution.
• Performance management - compiling data and making assessments.
• Meet daily, weekly, and monthly deliverables.
• Oversee/Manage the reporting and maintenance of EOD reports.
• Ensure customer satisfaction.
• Understand our products inside and out to educate and answer customer questions.
• Professionally handle escalated calls.
• Acknowledge and resolve customer complaints.
• Deliver excellent customer support through various channels, including live chat, email, and phone support.

Requirements

• Minimum one year of call center management experience.
• Experience training, mentoring, and leading a team.
• Bilingual in Spanish preferred.
• Sales and retention experience is a plus.
• Proficient with computer programs such as M.S. Office (Excel, Word, PowerPoint, etc.) and Google Suite.
• General understanding of call center technology (ACD, I.P., etc.)
• Strong organizational, time management, and multitasking skills.
• Excellent communication skills, verbal and written.
• Flexible and adaptable to changes in direction and the ability to effectively communicate such changes to the team.
• Professional presentation and demeanor.

Education

• High School Diploma or equivalent required
• Bachelor's degree or equivalent work experience

Company Benefits

• Opportunities for growth and advancement
• Medical, Dental, and Vision
• Company Paid Group Life / AD&D Insurance
• Employee Assistance Program (EAP)
• 401(k)/match
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/ HSA
• Disability Insurance
• Ongoing training and development

Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

• Note to Agencies: Americor Funding, Inc. (the “Company”) has an internal recruiting department. Americor Funding Inc. may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters (“Agency”). Agencies are hereby specifically directed NOT to contact Americor Funding Inc. employees directly in an attempt to present candidates. The Company's policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers. Any unsolicited resumes sent to Americor Funding Inc. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine, or email address, directly to Company employees, or to the resume database, will be considered Company property. Americor Funding Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Americor Funding Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

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