Customer Service Supervisor

Location: Savage, MD

Compensation: $55k - $65k plus bonus

For generations, Long Home has helped homeowners improve and protect their homes through quality products, professional installation, and a commitment to exceptional service.

As we continue to grow, we're looking for a customer-focused, results driven leader who knows how to motivate teams, deliver outstanding customer experiences, and drive performance in a fast-paced environment.

About the Role

The Customer Service Supervisor is responsible for leading, supervising, coaching and developing our team of Customer Service Representatives to ensure exceptional support to clients. This role provides daily direction, monitors employee performance, establishes accountability and ensures the team consistently meets customer service expectations and organizational goals. Acting as a key liaison between customers, employees and other departments, the Customer Service Supervisor ensures post-sale customers receive prompt answers to their inquiries, timely updates on their projects and effective resolution of concerns. This position is responsible for fostering a positive, productive and customer-focused team environment while driving continuous improvement in employee performance and the overall customer experience.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide direct supervision, leadership, and daily guidance to Customer Service Representatives, ensuring employees consistently deliver prompt, professional, and reliable service across all incoming calls, texts, emails, and website inquiries (Contact Us).
• Coach, mentor, train, and develop team members to strengthen customer service skills, improve individual performance, and promote professional growth.
• Monitor employee productivity, quality of work, attendance, and adherence to company policies and procedures, providing regular feedback and addressing performance concerns promptly.
• Conduct regular one-on-one meetings, team meetings, performance evaluations, and coaching sessions to establish clear expectations, recognize achievements, and identify opportunities for improvement.
• Hold employees accountable for meeting established Key Performance Indicators (KPIs), customer service standards, and individual and departmental goals through consistent performance monitoring and follow-up.
• Oversee daily team operations, including employee schedules, workload distribution, call coverage, and task assignments, to ensure adequate staffing and timely responses to customer needs.
• Ensure Customer Service Representatives effectively gather customer information, address customer needs, troubleshoot issues, and provide accurate answers to customer questions.
• Monitor and reinforce proper use of the CRM system to ensure employees accurately understand customer projects, provide relevant information, and maintain complete documentation of customer interactions.
• Lead the team in building, maintaining, and improving customer relationships through consistent, professional, and proactive communication.

Qualifications:

• Excellent verbal and written communication skills, with the ability to communicate effectively with customers, employees, peers, and senior management.
• Previous experience supervising, leading, or managing a customer service team preferred.
• Ability to handle upset customers and show empathy for their situations.
• Strong organizational skills.
• Strong interpersonal, conflict resolution, and problem-solving skills, with the ability to address employee concerns and maintain a positive, productive work environment.
• Skilled in reading, writing, and understanding documents, including instructions and safety rules.
• Experienced in creating training documents and SOP's:

Education/Experience

• High school diploma/GED.
• 1 year of customer service experience.
• 1 year general work experience.