Primary Responsibility:
The Member Support Supervisor is an integral part of operating the daily activities of the MIBOR Broker Listing Cooperative support team. This supervisory position oversees the MIBOR Experience Specialists and Help Desk support team ensuring our members receive prompt, accurate, professional, and friendly service when seeking support related to the BLC listing service and/or the products and services provided. The Member Support Supervisor works closely with the Vice President of BLC to establish scoring criteria and approved guidelines to measure the accuracy of information and quality service across multiple service channels delivering member support and knowledge.
Specific Responsibilities:
Support:
Manages team attendance and assists in recruiting, training, and supporting MIBOR Experience Specialists, Help Desk Specialists and Data Integrity & Resolution Specialists.
Assures timely response and resolution to member issues and problems.
Oversees the daily processing of listing data integrity and accuracy activities.
Supports members directly on escalated support or compliance-related issues.
Monitors KPIs for the support team across all channels.
Monitors call queues, assigning of tickets, etc.
Tracks phone queues and call volume logs for the Help Desk and advises the Vice President of BLC of anomalies.
Coordinates coverage across support channels (e.g., email, phone, chat, etc.).
Ensures processes are in place to support a high-functioning support environment ensuring staff consistently provide accurate and timely support for BLC service issues.
Manages internal communication for the MIBOR Help Desk and its support partner(s) around system issues or problems that have direct impacts on members.
Knowledge and Analytics:
Manages BLC Knowledge to ensure it is fully approved, up to date and accurate across multiple systems.
Takes responsibility for testing information in Knowledge Articles prior to release for use.
Submits monthly reports on departmental performance metrics.
Develops customer service skills and product/service knowledge of Help Desk Team.
Leads other special projects at the request of Vice President of BLC.
Competencies:
Strong commitment to service.
Exhibits a professional countenance and demeanor.
Exceptional verbal, written, interpersonal and communication skills.
Takes initiative.
Organized, flexible, and detail oriented.
Diplomacy and confidentiality; proper phone etiquette.
Stress management/composure.
Technical capacity/Listing Service and all products provided to members.
Technical capacity/MS Office applications, membership management software, and all in-house communications tools.
Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
Can subscribe to MIBOR Values: Service, Excellence, Integrity, Collaboration and Family
College degree or equivalent experience in help desk support, office administration, and supervision.