Customer Resolution Supervisor

JOB TITLE: Customer Resolution Supervisor

LOCATION: Las Vegas, Nevada

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role:

As a Customer Resolution Supervisor at Sunbit, you will hold a senior position within our customer support team, serving as a role model for your colleagues. While not primarily a leadership role, it offers a pathway to increased responsibilities and demonstrates your advanced skills and expertise. Flexibility is key in this role, as you may be assigned to various tasks that support collaboration with other departments and help meet evolving needs. In addition to handling both inbound and outbound customer calls, providing advanced assistance, and resolving complex issues, you will be expected to show an in-depth understanding of our products and services. You will also actively contribute to process improvements, script development, and manage escalated customer issues. Help hire and train new employees. Oversee and assess agent activity. Coach agents to gain knowledge and skills for excellent customer service. Lead team meetings . Assist with questions and/or escalations. Motivate and encourage agents through positive communication and feedback. Moreover, you should be prepared to take on additional tasks as needed to ensure Sunbit continues to deliver outstanding customer support.

Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

What You’ll Be Doing:

• Outbound Calls: Handle outbound calls in regards to resolving escalated complaints, providing expert assistance with account inquiries, payment-related issues, and general inquiries. Lead outbound escalation calls with finesse and empathy.
• Supervisory Expertise: Monitor agent performance and provide monthly evaluations. Help to develop and implement new policies and optimize current processes.
• Leadership: Provide guidance and mentorship toresolution team, sharing your knowledge and best practices to help them progress in their role.
• Complex Problem Solving: Tackle intricate issues efficiently and provide creative solutions, showcasing your extensive experience in the role.
• Enhanced Customer resolution: Maintain and improve our high standards of customer resolution, ensuring that all interactions are handled with the utmost professionalism and expertise.
• Script Development: Assist in the development and refinement of customer resolution scripts, sharing insights and recommendations.
• Process Improvement: Contribute to the continuous improvement of customer resolution processes, identifying areas for optimization.
• Escalation Management: Manage escalated customer issues with diplomacy and professionalism, resolving them to the customer's satisfaction. Cross train associates to be highly effective in many areas of the customer resolution team. Manage and/or delegate day over day duties and tasks to appropriate members.
• Advanced Reporting Insight: Demonstrate an advanced understanding of reports, leveraging them to foster individual growth and identify trends and areas for improvement to help their peers in customer support operations.

What You Bring to the Table:

• Experience: Minimum of 2 years of experience in a Call Center or 3 years of Customer Service Experience (both B2B and B2C experience is a bonus).
• Escalation Expertise: Extensive escalation experience is a significant advantage, showcasing your proficiency in handling sensitive matters.
• Advanced Computer Skills: Exceptional typing and computer skills, with the ability to navigate multiple systems effortlessly.
• Strategic Thinking: A strategic mindset with the ability to contribute to process improvements and optimizations.
• Attention to Detail: Exceptional attention to detail, ensuring the accuracy and quality of all customer interactions.
• Continuous Learning: A commitment to ongoing learning and staying up-to-date with industry best practices.
• Flexibility: Willingness to adapt to evolving roles and collaborate with other departments to support organizational goals.
• Additional Tasks: Willingness to take on additional tasks as needed to ensure Sunbit's commitment to exceptional customer support.

Perks Included: 

• Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list 
• Mission driven + empowered + collaborative environment
• State of the art customer care contact center
• Competitive pay and stock options
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching 
• Casual Dress
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Core Values for Success at Sunbit:

• Serve others before self
• Takes care of customers, and partners in a manner that demonstrates they are important
• Own the impact
• Ability to troubleshoot a variety of matters and holding yourself accountable
• Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely
• Build and maintain strong relationships with both customers and partners
• Speak with customers and partners in a friendly, helpful and open demeanor
• Act fast
• Thrive in a fast-paced environment while maintaining a high level of support
• Include always
• Communicate well verbally and in writing, demonstrating empathy and understanding
• Innovate for good
• Establishes scalable capabilities by applying best practices to your workday.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.