Team Supervisor - Customer Service

Provalus is actively hiring experienced Customer Service Leadership and Team Leads (3+ years of experience) to support data entry, inbound/outbound call, and customer support/experience activities. Bring your hands-on customer service background and hit the ground running, with additional on-the-job training and accelerated career advancement opportunities available. Main responsibilities will include transcribing customer information, answering questions from customers professionally, and responding to customer inquiries. All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. WHY WORK FOR PROVALUS Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities. Key Reasons to Join Provalus Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership. Who Thrives at Provalus People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical THE JOB Prior Experience should include: Managing 12+ direct reports specifically Track record improving measurable KPIs (AHT, CSAT, FCR, quality scores, adherence) Formal performance reviews and PIP/disciplinary documentation experience Training/onboarding development experience Data analysis and reporting for process improvement QA program / call monitoring experience Responsibilities include: Research requires information using available resources. Handling and resolving customer complaints ranging from product sales issues to customer service problems, often independently and with minimal oversight. Providing customers with the organization's service and product information. Processing forms, orders, and applications requested by customers. Identifying and escalating priority issues, and reporting to high-level management as needed. Routing inbound calls to the appropriate resources. Following up on complicated or escalated customer calls where required. Completing call notes and call reports as necessary and updating them in the CRM. Obtaining and evaluating all relevant data to handle complaints and inquiries. Recording details of comments, inquiries, complaints, and actions taken. Managing administration, communicating, and coordinating with internal departments. Mentoring or assisting newer team members with process questions, as needed. Identifying opportunities to improve processes or customer experience based on frontline insight. Other duties as assigned. Role Requirements include: Must have HS Diploma or GED 1–3 years of experience in a customer service, call center, or customer support role. Ability to work onsite at the Provalus office. No remote positions are available currently. Excellent communication skills, including verbal and written communication. Demonstrated experience handling escalated or difficult customer interactions professionally. Working knowledge of CRM systems and call center software (prior hands-on experience preferred). Ability to work independently as well as within a team environment. Good computer and multi-tasking skills. Competency in related computer applications. Ability to react effectively and calmly in stressful situations. Job Type: Full-time Work Location: In person #J-18808-Ljbffr