Special Services supervisors are primarily responsible for ensuring Service Desk associates provide outstanding service to customers and ensure their demands are met. Service Desk supervisors have a thorough knowledge of all policies, procedures, and duties related to customer transactions, cash handling and the Service Desk. They are accountable for maintaining several reports (e.g., accountability, special orders on hand, SS/POS discrepancy and Book and Physical reports). Special Services supervisors will provide effective training, recognition and performance management for all Special Services associates to drive outstanding service, store appearance and in-stock position.
Special Services supervisors interests tend to be: Enterprising
“Adventurous, ambitious, assertive, extroverted, energetic, enthusiastic, confident and optimistic. They are dominant, persuasive and motivational. They like influencing others, being in charge, taking risks, debating and competing.”
Special Services supervisors are skilled in managing and coordinating Service Desk associates, managing their time and the time of others, and monitoring and assessing performance of people and processes in order to make improvements. They use active listening skills with their customers and associates and critical thinking skills to find solutions to work-related concerns. They are skilled at effectively speaking with others to convey information. Special Services supervisors have a service orientation and show “social perception” by understanding the needs of their customers and responding appropriately to those needs.
Special Services supervisors can be described as dependable and show ethics and integrity in their work. They have high levels of self-control and are tolerant to minor daily stressors. They are willing to take the lead and are able to develop their own strategies to get things done. They also enjoy working with others and are cooperative and sensitive to others’ needs.
Special Services supervisors most value independence and the ability to make decisions. They also value building relationships and providing service to others.