Customer Retention Supervisor jobs in Maryland

Customer Retention Supervisor supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Supervisor offers discounts or special deals as needed and within pre-established limits. May require a bachelor's degree in area of specialty. Additionally, Customer Retention Supervisor typically reports to a supervisor or manager. The Customer Retention Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Customer Retention Supervisor typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)

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Help Desk Supervisor
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview

    CVP is seeking a Help Desk Supervisor to join our growing team. The Help Desk Supervisor is responsible for the leadership, mentorship, and management of the NCI IT Helpdesk technicians. Queue management, ticket triage and routing to appropriate groups based on process flows. Fosters a collaborative environment, emphasizing the value of collective effort. Leads by example in promoting team cohesion, ensuring every team member feels valued and heard. Oversee the creation, maintenance, and regular updating of documentation related to support processes, technical troubleshooting, and FAQs. Handle escalated customer issues, ensuring swift resolution and customer satisfaction. 

    Responsibilities

    • Direct supervision of the Helpdesk Support Team, including scheduling, training, and performance evaluation. 
    • Experience supervising remote employees 
    • Provide expert-level technical support alongside the team, diving into complex issues and delivering solutions. 
    • Ensure the team adheres to ITIL best practices in all aspects of incident, problem, and change management. 
    • Develop and maintain a comprehensive knowledge base, encouraging the team's reliance on self-service and shared expertise. 
    • Monitor customer interactions and elevate the quality of service by providing feedback and coaching. 
    • Conduct regular team meetings to review open issues, discuss new procedures, and provide ongoing training. 
    • Collaborate with IT management to align support services with business objectives and customer needs. 
    • Analyze performance data to identify trends, service gaps, and opportunities for improvement. 

    Qualifications

    • BS/BA with 6 years of experience  
    • Substantial technical knowledge, with proficiency in network diagnostics, and both PC and Mac operating systems. 
    • Proven experience in a supervisory or lead role within a technical support environment. 
    • Strong problem-solving and analytical skills, with the ability to think strategically and implement solutions in a fast-paced environment. 
    • Train, mentor, and evaluate the performance of the Agents. 
    • Exceptional communication skills, adept at interacting with both technical teams and end users. 
    • Demonstrated commitment to customer service, with a track record of leading teams to achieve excellence in service delivery. 
    • Flexibility to work various shifts, including evenings, weekends, and be on call, as required. 
    • ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining) 
    • Experience with Service Now 
    • Required Certifications (one or more of the following): CompTIA A ; Apple Certified Support Professional (ACSP); ITIL 4 (or ability to obtain ITIL4 certification within 3 months of joining) 
    • 6 Years experience with Windows and/or MAC troubleshooting 
    • 6 Years experience with mobile device troubleshooting with iPhone, iPad, and Android 
    • 6 years’ experience working with customers either face to face or remote setting. 
    • Knowledge/experience with IT Ticket Management Software.  
    • Knowledge/experience with RMM Tools. Knowledge/experience with IT Documentation Tools 

    Desired Qualifications 

    • Desired Certifications: HDI-DSM; HDI-SCTL; HDI-SCM; Certified associate in project management (CAPM), or other industry-recognized certifications 
    • Federal customer experience supporting HHS, preferably NIH desired. 

     

    About CVP

     

    CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation and build a healthy, safe, and equitable world—a future we call What’s Next. 

     

    What do we do? We do work that matters like advancing mental and behavioral health, streamlining immigration, and improving access and outcomes for underserved populations including Veterans, people experiencing homelessness, and rural American residents.  

     

    How do we do it? Our team of industry experts deliver integrated, innovative solutions in Healthcare Research & Technology, Digital Transformation, Data Science, Cybersecurity, Marketing Communications & Change Management, and Strategy & Transformation. 

     

    Why do we do it? Our core values define the CVP culture, guide our decisions, and enable our client-focused mission. We’re relentlessly focused on making a difference and building What’s Next for our clients and their customers. 

     

    We believe diversity, equity, and inclusion are essential components of our individual and collective success, and our commitment to hiring and supporting Veterans has earned us three HIRE Vets gold medallions. Join us to start or advance your career with a mission-focused firm transforming healthcare, enhancing security, and making government work better. 

     

    Customer Value Partners, LLC is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities. 

  • 2 Months Ago

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Systems Engineer
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview CVP is seeking a Senior Systems Engineer to join our growing team. The Senior Systems Engineer is responsible for the design, management, and ongoing support of end user desktop systems. This...
  • 18 Days Ago

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IT Asset Manager
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview CVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we have provided our clients across healthcare, national s...
  • 19 Days Ago

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Desktop specialist
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview : CVP is seeking Desktop Platform Specialist to join our growing team. Responsibilities : Provide support for Windows and MAC desktop and laptop computers for large enterprise with over 10,00...
  • 19 Days Ago

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Cybersecurity Program Manager/Advisor
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview CVP is seeking a Cybersecurity Program Manager/Advisor to manage and direct a team of 20 – 30 cybersecurity professionals as well as to serve as a Subject Matter Expert across multiply securi...
  • 22 Days Ago

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Senior IT Security Engineer
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview CVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we have provided our clients across healthcare, national s...
  • 22 Days Ago

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Admin/Assistant
  • AstrixTechnology LLC
  • Fairfield, CT
  • Job Description Job Description Description: Efficiently manages data entry, file organization, and records retention. C...
  • 3/28/2024 12:00:00 AM

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Client Retention Specialist
  • RENT ONE
  • Henderson, KY
  • CLIENT RETENTION SPECIALIST Rent One is proud to provide our customers with affordable home furnishings and appliances. ...
  • 3/28/2024 12:00:00 AM

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Client Retention Specialist
  • RENT ONE
  • Lexington, TN
  • CLIENT RETENTION SPECIALIST Rent One is proud to provide our customers with affordable home furnishings and appliances. ...
  • 3/28/2024 12:00:00 AM

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Office Recruiting and Retention Coordinator
  • LAER Realty Partners
  • Wellington, FL
  • Job Description Job Description Large real estate brokerage with 4 offices in Southern Florida and 1 office on the Gulf ...
  • 3/26/2024 12:00:00 AM

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Staff Associate/Women's Recruiting and Academic Retention Coordinator
  • Massachusetts Maritime Academy
  • Buzzards Bay, MA
  • Job Description Job Description A special mission college within the Massachusetts state university system Position: Sta...
  • 3/26/2024 12:00:00 AM

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Foster Care Recruitment & Retention Coordinator
  • Creative Community Services, Inc
  • Norcross, GA
  • Compensation $35,600 Starting pay Benefits Offered Medical, Dental, Life, Vision, Generous PTO Employment Type Full-Time...
  • 3/25/2024 12:00:00 AM

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Hotline Services Coordinator
  • Boston Area Rape Crisis Center
  • Cambridge, MA
  • Hotline Services Coordinator + Cambridge, MA + Category: Hotline + Type: Full-time + Min. Experience: Entry Level + Sala...
  • 3/25/2024 12:00:00 AM

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Retention Coordinator
  • CLAFLIN UNIVERSITY
  • Orangeburg, SC
  • Job Details Job Location Claflin University Main Campus - Orangeburg, SC Position Type Full Time Education Level 4 Year ...
  • 3/24/2024 12:00:00 AM

Maryland (US: /ˈmɛrələnd/ (listen) MERR-əl-ənd) is a state in the Mid-Atlantic region of the United States, bordering Virginia, West Virginia, and the District of Columbia to its south and west; Pennsylvania to its north; and Delaware to its east. The state's largest city is Baltimore, and its capital is Annapolis. Among its occasional nicknames are Old Line State, the Free State, and the Chesapeake Bay State. It is named after the English queen Henrietta Maria, known in England as Queen Mary. Sixteen of Maryland's twenty-three counties border the tidal waters of the Chesapeake Bay estuary and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Retention Supervisor jobs
$61,222 to $87,897

Customer Retention Supervisor in Columbus, MS
Leads, coaches, and mentors a team of Customer Retention Reps responsible for assessing customer situations requesting disconnects, resolving customer concerns, retaining customers and providing best in class service to customers.
January 03, 2020
Customer Retention Supervisor in Manchester, NH
Workers instinctively back each other up in order to maximize the experience for you; the customer.
February 13, 2020
Customer Retention Supervisor in New Britain, CT
It is hard to imagine any place of business where workers have no impact on customers, so the ability to maintain and grow trust is good for both the top and bottom line.
February 20, 2020