JOB SUMMARY

Responsible for supervising customer service agents. Train, coach, and mentor team members on how to deliver the best customer service possible.

Company Profile:

DYL offers a full-featured VoIP business phone system with integrated sales tools such as: lead management, automated emailing, dialing and text messaging to streamline the sales processes for our clients. DYL currently works with over 2,000 clients nationwide and has been voted one of the top places to work in LA.

Essential Duties and Responsibilities:

  • Set goals for performance and deadlines in ways that comply with company’s plans and vision
  • Organize workflow and ensure that employees understand their duties or delegated tasks
  • Monitor employee productivity and provide constructive feedback and coaching
  • Receive complaints and resolve problems
  • Maintain timekeeping and personnel records
  • Prepare and submit performance reports
  • Decide on reward and promotion based on performance
  • Participate in hiring and training new employees
  • Ensure adherence to company policies and procedures
  • Investigate customer's problems and find solutions
  • Communicate with customers via phone, email, or chat
  • Handle escalated incidents that cannot be resolved by agents
  • Ask customers to provide feedback on agents and customer service experience
  • Keep abreast of new company products and services
  • Analyze data and statistics
  • Compile reports on overall customer satisfaction
  • Isolate and identify areas of improvement
  • Train agents on how to adequately address problems over the phone or how to write correspondence
  • Work with management on customer service initiatives


The ideal candidate will possess the following:

  • Proven experience as supervisor or relevant role
  • Ability to learn a variety of job descriptions
  • Excellent communication and interpersonal skills
  • Outstanding organizational and leadership skills
  • Ability to quickly learn, understand, and explain technical information
  • Desire and ability to take ownership of client’s escalation through resolution
  • Excellent time management skills
  • Ability to work in a fast-paced environment and meet project deadlines
  • Willing to work in shifts
  • Must have experience with web based applications
  • Knowledge of VoIP related technology a plus