Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 26 hours ago

Customer Care Supervisor

PLS775 open roles

Pay
$54,000 a year
Where
814 Commerce Drive, Oak Brook, IL
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Care SupervisorPLS · 814 Commerce Drive, Oak Brook, IL

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PLS's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.0% of postings close within 7 days. Measured by our own scanner across the market. PLS postings stay open a median of 12 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.5%3 days
  3. 8.0%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 26 hours ago

PLS median: 12 days open

The posting

This position is locate at 814 Commerce Dr., Oak Brook, IL 60523

PLS®: People. Location. Service

Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview:

The Customer Care Supervisor is responsible for the management and development of the contact center team; ensuring targets are achieved through constant training and coaching. The Customer Care Supervisor directs and controls the daily operations to ensure that the team is meeting the needs of customers. The Customer Care Supervisor spends time on the call floor with representatives and is available to the team for assistance at all times. The Customer Care Supervisor is also responsible for monitoring the training, development, and overall performance of the team. The Customer Care Supervisor is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Supervisor is instrumental in enhancing the customer experience by delivering high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic, fast-paced environment.

Job Responsibilities:

  • Maintain accurate and updated records of customer interactions and transactions, record details of inquiries and actions taken.
  • Ensure all interactions are in accordance with PLS policies, procedures, federal guidelines and applicable laws.
  • Ensure new processes and procedures are implemented and used effectively by self and team members.
  • Communicate and follow up on all new Information related to products, services, procedures, customer needs and company-related issues, changes and actions to ensure representatives are fully informed.
  • Handle escalated calls for proper handling and follow-up.
  • Retain low error margins for department and individual agents for higher productivity.
  • Effective written and verbal communications at all levels of PLS.
  • Study and standardize procedures to improve efficiency of Contact Center team.
  • Monitor productivity and generate reports for the Contact Center.
  • Answer questions and recommend corrective services to address customer concerns.
  • Lead by example by maintaining a comprehensive knowledge of PLS products and services.
  • Motivate and drive team performance, achieve the targets set and Key Performance Indicators
  • Ensure Quality Assurance Requirements and other key performance metrics are met.
  • Provide operational floor management to ensure that the Contact Center runs efficiently and Effectively.
  • Analyze trends and training needs, ensuring that improvements are continuously made and performance is measured consistently.
  • Perform annual performance reviews and monthly one-on-one meetings with team members.
  • Monitor real time service levels and schedule adherence.
  • Perform workforce forecasting, scheduling, and load balancing for the Contact Center optimizing service and quality levels while ensuring most efficient use of resources.
  • Develop and maintain capacity-planning tools to accurately forecast workload volume, provide management with analysis to determine hiring needs and staffing needs for optimal schedules.
  • Conduct individual coaching feedback sessions to improve call quality while improving the customer experience.
  • Monitor service interactions to observe employee demeanor, technical accuracy, and adherence to company policies.
  • Other duties as assigned by management.

Job Requirements:

  • Previous Contact Center experience is required
  • Minimum of 2 years’ prior leadership experience is a plus
  • High school diploma or equivalent; Bachelor or Associates degree preferred
  • Ability to work flexible hours, including evenings and holidays as required to support business initiatives
  • Proven people management experience, with the ability to coach, mentor and motivate.
  • Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner

Qualifications:

  • Ability to establish and maintain effective working relationships with peers, customers and management
  • Effective customer service strategies with excellent customer service and organizational skills

Physical Requirements:

  • Must be able to sit and/or stand for long periods of time.
  • Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at [email protected] to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment.

Illinois Pay Band

$54,000—$54,000 USD

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against PLS's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on PLS's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    PLS's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.