OTHER

FEED

UNKNOWN

The Contact Center Supervisor is responsible for creating a positive and engaging work environment by coaching and motivating team members to deliver exceptional, timely support through phone calls and by managing escalated cases when needed. Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.

Join our team as a knowledgeable and passionate Contact Center Supervisor at IHMVCU! This role is perfect for someone who enjoys leading and developing others while ensuring our members receive outstanding service. We believe in fostering a collaborative and supportive work environment where every team member can thrive. This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility. Summary of the Position:The Contact Center Supervisor is responsible for creating a positive and engaging work environment by coaching and motivating team members to deliver exceptional, timely support through phone calls and by managing escalated cases when needed. Success in this role also means maintaining a strong knowledge of Credit Union programs, products, policies, and procedures, and actively sharing communication with the team to keep everyone informed and aligned. If you're a natural problem-solver with a passion for member service, we'd love to hear from you! The successful candidate should have the following skills/qualifications:<ul><li>Minimum 2 years of Credit Union, Contact Center or combination in experience/education.</li><li>High School diploma or equivalent.</li><li>Strong Leadership and Team Building skills to ensure high level of service and satisfaction</li><li>Ability to confidently handle complex situations effectively and accurately.</li><li>Strong organizational skills with the ability to prioritize, multitask and adapt to change</li><li>Ability to evaluate processes and recommend enhancements</li><li>Demonstrated proficiency in both oral and written communication. Proven accuracy and attention to detail is a must.</li></ul> What are some of the responsibilities of a Contact Center Supervisor?<ul><li>Oversee daily Contact Center operations, ensuring adherence, efficient call handling, and high member satisfaction.</li><li>Supervise, coach, and support team members through daily activities, fostering a positive environment built on teamwork, recognition, and constructive feedback.</li><li>Monitor calls, provide coaching, and implement ideas to continuously improve the member experience.</li><li>Handle escalated calls with professionalism while coaching agents on effective resolution and de-escalation strategies.</li><li>Manage schedules, timecards, time off requests, and contribute to performance management including scorecards, reviews, and corrective actions.</li><li>Leverage technology and recommend process improvements to optimize efficiency and service quality.</li><li>Stay engaged in meetings, training, and projects to support organizational goals, campaigns, and change initiatives.</li></ul> Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. Check out our careers page for more information including benefits <a href="http://www.ihmvcu.org/careers" rel="nofollow">www.ihmvcu.org/careers</a>. Final compensation will be determined by various factors such as experience, specific skills and internal pay equity. Move Up your career at IHMVCU with this great opportunity! Physical Requirements:<ul><li>Sitting: Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.</li><li>Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.</li><li>Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.</li><li>Finger, handle, touch: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm. Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.</li><li>Lifting Demands: Up to 10 lbs.</li><li>Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. </li></ul>

IH Mississippi Valley Credit Union

Contact Center Supervisor

Call Center Evaluation

Call Center Management

Call Center Operations

Call Centers

Call Monitoring

Campaigns

Coaching

Computer Terminals

Continuous Improvement

Credit Union

Customer Escalations

Customer Experience

Data Analysis

Detail Oriented

Establish Priorities

High School Diploma

Leadership

Maintain Compliance

Multitasking

Operations

Organizational Skills

Physical Demands

Presentation/Verbal Skills

Problem Solving Skills

Process Improvement

Team Lead/Manager

Team Player

Telephone Skills

Time Management

Typing

Talent Acquisition

FULL_TIME

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. - Strong computer skills, including the ability to navigate and work in multiple systems including but not limited to call center software programs, Microsoft office and other CRM tools.

Essential Duties and Responsibilities:- Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns.- Respond effectively to all forms of inbound and outbound contacts.- Process workflow documents, which include, income, identity, and other eligibility verification documents.- Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.-Guide applicants through the Medicaid, SNAP, and TANF application processes.-Provide clear and accurate information about program eligibility criteria.-Ensure excellent customer service by addressing client concerns with patience and professionalism.-Document interactions notate applications, and work across multiple systems to process eligibility.-Maintain a high standard of confidentiality. Minimum Requirements - High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience. - Must be fluent in English and specified secondary language. - Must be able to read, write, and speak in English and Spanish.- Ability to work independently in a remote environment.- Strong communication skills, both verbal and written.- Must be willing and able to accept a limited service position.- Must be willing and able to attend training for 6 weeks on camera with no absences from 8:00am-4:30pm EST, Monday-Friday.- Must be willing and able to work a full-time shift during the hours of operation (8:00am-7:30pm EST Monday-Friday, 9:00am-12:00pm EST Saturday).Preferred Skills and Qualifications- High volume call center experience.- Familiarity with Medicaid, SNAP, or TANF or other government healthcare programs.- Strong computer skills, including the ability to navigate and work in multiple systems including but not limited to call center software programs, Microsoft office and other CRM tools.- High level of empathy, especially when interacting with individuals in vulnerable situations. - Residency in Eastern (EST) or Central (CST) time zones. Home Office Requirements- Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.- Must currently and permanently reside in the Continental US. EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com. Minimum Salary $ 18.46 Maximum Salary $ 18.46 <ul><li/></ul><img alt=" " height="1" src="https://ars2.equest.com/?response_id=692e545075c9a9d690a2a5e02e83a862&view" width="1"/>

MAXIMUS provides business services to help governments operate health and human services programs, mostly at the state and national levels. The company's health services segment offers outsourced program management and administrative services,

Maximus

Spanish Bilingual Limited Service Customer Service Representative

Call Center Software

Call Volume

Communication Skills

Computer Skills

Customer Relationship Management (CRM) Systems

Customer Support/Service

English Language

Government

Healthcare

Medicaid

Microsoft Office

Multilingual

SNAP

Spanish Language

Writing Skills

equestftpin

We are seeking a detail-oriented and customer-focused CSR/Dispatcher to coordinate service calls, installations, and maintenance appointments for our HVAC technicians. Prioritize incoming service requests based on urgency, technician availability, and location to ensure prompt response and minimal downtime.

Position: CSR/Dispatcher Location: Davenport, IA Company: R3 Heating & Air (A Division of R3 Roofing & Exteriors) Schedule: Full-Time | Monday–Friday | In-Office<h3>About Us:</h3>R3 Heating & Air is the mechanical division of R3 Roofing & Exteriors—a family-owned company grounded in Loyalty, Accountability, and Community. We've built a strong reputation in roofing, exteriors, solar, and HVAC, and we're looking for a dependable team player to help us deliver responsive, top-tier service to our customers.<h3>Position Summary:</h3>We are seeking a detail-oriented and customer-focused CSR/Dispatcher to coordinate service calls, installations, and maintenance appointments for our HVAC technicians. This role is essential in ensuring that customer needs are met quickly and efficiently while maintaining smooth field operations. The ideal candidate is organized, communicates clearly, and thrives in a fast-paced environment.<h3>Key Responsibilities:</h3><ul><li>Customer Communication: Be the first point of contact for all inbound calls, texts, and web inquiries. Confirm appointments, communicate technician ETAs, and handle reschedules or delays professionally.</li><li>Customer Satisfaction: Follow up after service visits to ensure customers are satisfied. Address complaints or concerns to support customer retention and positive reviews.</li><li>Service Request Management: Prioritize incoming service requests based on urgency, technician availability, and location to ensure prompt response and minimal downtime.</li><li>Scheduling Coordination: Work closely with service and project managers to schedule installations, maintenance, and service calls efficiently.</li><li>Technician Coordination: Assign jobs based on skill level, geography, and job complexity. Communicate job updates and ensure techs have what they need to complete jobs successfully.</li><li>Job Tracking: Monitor real-time job progress, technician location, and schedule changes. Keep CRM and customers up to date.</li><li>Recordkeeping: Maintain accurate service records and job details in the system, including appointments, updates, and notes.</li><li>Emergency Dispatching: Assign on-call technicians for urgent jobs and dispatch emergency service calls quickly and accurately.</li><li>System Updates & Admin Tasks: Use dispatching software to manage daily schedules and assignments. Assist with admin duties like ordering equipment, pulling permits, and completing invoices.</li><li>Reporting & Process Support: Provide reporting and assist management in improving dispatch and call center efficiency.</li></ul><h3>Key Performance Indicators (KPIs):</h3><ul><li>Book at least 85% of inbound leads</li><li>Maintain a missed call rate under 7%</li></ul><h3>What We're Looking For:</h3><ul><li>Prior dispatching, scheduling, or call center experience (HVAC or trades industry preferred)</li><li>Excellent communication, multitasking, and time-management skills</li><li>Strong attention to detail and customer-first attitude</li><li>Familiarity with CRM or dispatching software</li><li>Ability to remain calm and efficient under pressure</li></ul><h3>Compensation & Benefits:</h3><ul><li>Pay: Competitive, dependent on experience</li><li>Health Insurance: Offered after 90 days of employment</li><li>Paid Time Off & Vacation: Available after 90 days of employment</li><li>Career Growth: Opportunities for advancement as the company continues to grow</li></ul> *Candidates selected for hire must successfully pass a background check.

R3 Roofing & Exteriors | R3 Heating & Air

HVAC CSR / Dispatcher

Customer Relations

Customer Relationship Management (CRM)

Customer Retention/Renewal

Customer Satisfaction

Groundskeeping

HVAC

Maintenance - HVAC

Maintenance Services

Performance Metrics

Project Schedule

Reporting Skills

Roofing

Schedule Development

BreezyHR

Our unparalleled office solutions and service is trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Job DescriptionCompany History:To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, Papercut.While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service is trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.Job ResponsibilitiesThe Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Eastern Iowa Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.Job Functions*Provides excellent customer service to all Eastern Iowa Community College staff* Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution*Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently*Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues*Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications*Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided*Works closely with all areas of the Technology Services department to ensure consistent customer support*Maintains First Call Resolution requirements within established Service Level Agreements*Ensures accurate and prompt management of escalated or unresolved issues* Maintains confidentiality for students, faculty and staff profiles*Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public*Displays a positive, friendly and respectful attitude towards customers and co-workers* Possesses strong organizational skills and high attention to detail* Other duties as assigned by managementJob Qualifications*Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment*Associates Degree or Certificate/Diploma in computer science or related field*Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016Preferred Education/Experience*Basic Active Directory Administration experience*Experience with ITIL methodology*Experience supporting Higher Education staff and faculty*Experience supporting end users utilizing Macintosh operating systems*Experience supporting end users utilizing educational/presentation technology peripherals*Experience supporting end users utilizing Microsoft SharePointBenefits* Health, Dental, and Vision insurance*Company paid STD/LTD Insurance for employee*Company paid Life Insurance $10,000.00 policy for employee*Section 125 Flex Spending Account* 401(K) Retirement Plan and 401(k) match* Paid Time Off (Vacation, PTO and Holidays)*Paid Volunteer Time*Employee Assistance ProgramSolutions Management Group is an Equal Opportunity Employer #hc235890

Telephone Interviewer Jobs in East Moline, IL

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Telephone Interviewer Jobs in East Moline, IL

Contact Center Supervisor IH Mississippi Valley Credit Union

Spanish Bilingual Limited Service Customer Service Representative Maximus

HVAC CSR / Dispatcher R3 Roofing & Exteriors | R3 Heating & Air

Service Desk Analyst Solutions Management Group

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