Customer Service Supervisor
$75k - $95kBlackbird Recruiting
Customer Service Supervisor Monsey, NY $75,000-$95,000 | Full-Time Overview
Our client is seeking a Customer Service Supervisor who can run a tight, efficient, high-volume department. This person needs thick skin, strong leadership instincts, and the ability to stay calm and decisive even when things get loud, messy, or urgent. You'll manage a team of five reps, set the tone, and make sure customers get top-tier service every single day. Responsibilities
Our client is seeking a Customer Service Supervisor who can run a tight, efficient, high-volume department. This person needs thick skin, strong leadership instincts, and the ability to stay calm and decisive even when things get loud, messy, or urgent. You'll manage a team of five reps, set the tone, and make sure customers get top-tier service every single day. Responsibilities
- Team Leadership - Manage, mentor, and motivate a team of 5 customer service reps
- Escalation Handling - Take ownership of tough calls, upset customers, and high-pressure situations
- Workflow Management - Oversee daily operations, assign tasks, and ensure smooth coverage
- Training & Development - Coach reps, run refreshers, and maintain performance standards
- Quality Control - Review calls, emails, and tickets to ensure consistency and professionalism
- Reporting - Track KPIs, team performance, and customer satisfaction metrics
- Cross-Department Collaboration - Work with operations, sales, and management to resolve issues quickly
- Process Improvement - Identify bottlenecks and recommend better systems or workflows
- Leadership Experience - Prior team lead or supervisor experience strongly preferred
- Thick Skin - Able to handle pressure, conflict, and demanding customers
- Communication Skills - Clear, confident, and steady under stress
- Organization - Skilled at managing people, tasks, and shifting priorities
- Tech Proficiency - Comfortable with CRM systems, ticketing platforms, and Microsoft Office
- Strong problem-solving and decision-making abilities
- Experience in a fast-paced environment
Vacancy posted 4 days ago
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