CB Customer Service Supervisor - Decatur, AL

POSITION SUMMARY The Customer Service Supervisor works in partnership with the Customer Service Manager to lead, coach, and develop a high‑performing customer service and collections team. This role focuses on delivering exceptional customer experience while ensuring efficient, compliant, and respectful management of delinquent accounts. The Supervisor balances daily operational oversight with employee development, client collaboration, and continuous improvement of service quality.

ESSENTIAL JOB DUTIES

Leads, supports, and develops a team of customer service representatives to deliver consistent, professional, and customer‑focused service. Provides onboarding, training, coaching, and performance feedback to encourage growth, accountability, and engagement. Fosters a customer‑first environment by modeling empathy, professionalism, and problem‑solving in all customer interactions. Monitors call queues, workflows, and performance metrics to ensure service levels, quality standards, and productivity goals are achieved. Assists in creating and maintaining department policies and procedures to improve efficiency and enhance the customer experience. Works closely with clients and internal teams to resolve customer inquiries, disputes, and account concerns. Oversees accounts that are 1 day past due, up to 74 days delinquent to ensure all appropriate collection efforts have been completed prior to collection department consideration. Prepares and maintains Customer Service Representative workflow documentation and month‑end reports with accuracy and attention to detail. Participates in Manager/Supervisor meetings by providing account status updates, trends, and recommendations. Reviews and approves buyouts, customer service notes, rekey requests, and refund tasks to ensure accuracy and compliance. Monitors account for potential fraud and ensures timely escalation when necessary. Performs essential customer service duties when operational needs require additional support.

REQUIRED SKILLS AND COMPETENCIES

High school diploma or equivalent required; bachelor’s degree or business‑related coursework preferred. Two (2) years of lead or supervisory experience required, current supervisory experience preferred. Two (2) years of customer service and/or collections experience required. Strong verbal and written communication skills with the ability to handle sensitive situations professionally and empathetically. Excellent customer relations and conflict‑resolution skills. Ability to work effectively with employees, leadership, clients, and vendors. Proficiency in Microsoft Excel, Word, and general office applications. Demonstrated ability to lead, motivate, and influence others to achieve individual and team goals. Ability to effectively train team members on job responsibilities, processes, and best practices. Strong technical aptitude with ability to learn and adapt to new systems, software, and processes. WORKING CONDITIONS Office environment; secure, comfortable working conditions. ADDITIONAL COMMENTS This job description outlines general responsibilities and does not constitute a contract of employment. Management reserves the right to modify duties and responsibilities based on business needs or special projects. The Customer Service Supervisor may perform additional duties as assigned. Work Location: 239 Johnston St SE Decatur, Alabama 35601 Equal Opportunity Employer, including disabled/veterans. #J-18808-Ljbffr Dormont Manufacturing Co