Goldschmitt and Associates LLC (G&A) specializes in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery. Founded in 1998, G&A has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. In addition, we've earned multiple prestigious business awards, including the 2022 SECAF Award of Excellence, which highlights organizations that represent excellence within their communities, their industry, and towards their employees, the 2022 INC500 Regionals Mid-Atlantic Region Rank #39 in growth and the 2022 INC VET100 Top Fastest Growing Service Disabled Veteran Owned Businesses. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our "family" of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

This position is remote.

Job description

Goldschmitt and Associates seeks a Customer Service Supervisor to supervise contact center support for the federal contract of a nationally-recognized leader in student loan servicing.

Job Requirements:

• Ensures effective day to day supervision and leadership of Customer Service Representatives (CSRs) consistently to deliver a positive borrower experience, accurately resolve borrower inquiries and achieve high quality assurance metrics.
• Ensures a positive work environment by the reinforcement of the values, mission and vision of the organization and fostering engaged, empowered employees with a sense of job performance ownership and accountability.
• Ensures professional leadership, employee interactions and collaboration. Uses sound judgment for appropriate resolution or escalation.
• Ensures polices and Standard Operating Procedures are followed and identifies and communicates continuous improvements opportunities to make the customer experience better.
• Ensures individual CSR and team KPI and productivity standards are met. Ensures delivery of daily and weekly coaching, development and feedback to CSRs regarding overall work performance.
• Successful completion of a background check and federal contractor employment screening.

Preferred Degree and Skills:

• Bachelor's Degree Preferred
• 1 Year Prior Supervisory Experience in a Professional Business Environment or Contact Center Preferred.

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.