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POS Support Supervisor

Weehawken, New Jersey, United States

Overview

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

 

Responsibilities

  • Directly supervises employees within the support center department(s).
  • Organizes, directs, and monitors daily activities of support center representatives.
  • Distributes workload to support center team; monitors performance.
  • Monitors support calls to observe support center representatives’ demeanor, accuracy, and conformity to company policies; provides feedback as needed.
  • Monitors and analyzes productivity of support center representatives.
  • Fields questions from support center representatives and clients; recommends corrective services to address customer complaints.
  • Compiles status and work-volume reports for management.
  • Maintains records of customer service requests and complaints.
  • Prepares reports and correspondence as needed.
  • Performs support center duties as needed.
  • Performs other related duties as assigned by management
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Qualifications

  • Prior Hospitality POS Support Center experience required.
  • Prior Call Center, Help Desk, or Support Center supervisory experience is not necessary, but it is a plus.
  • Basic competence in duties and tasks of supervised employees.
  • Must be able to work from a Shift4 office.
  • Ability to manage priorities and workflow.
  • Excellent verbal and written communication skills 
  • Excellent customer service and interpersonal skills.
  • Demonstrated ability to supervise and motivate subordinates.
  • Good judgment with the ability to make timely and sound decisions.
  • Creative, flexible, and innovative team player.
  • Commitment to excellence and high standards.
  • Resourceful and motivated to learn. 
  • Reasoning and problem solving skills. 
  • Strong attention to detail.
  • Maintain high standards of personal integrity and work ethic.  
  • Excellent time management and organizational skills.
  • Ability to manage difficult or emotional customer situations.
  • Ability to listen to others without interrupting.

Schedule
Sunday 11:30am-8pm pm EST
Monday-Thursday - 2:30pm- 11pm EST


 

 

 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

 

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