Customer Service Supervisor

Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily work load to ensure required service volume and quality levels are attained. Trains and coaches staff in standard policies, procedures, and best practices. Being a Customer Service Supervisor identifies opportunities for operational improvements and implements solutions. May monitor staff performance and have responsibility for hiring and performance appraisal. Additionally, Customer Service Supervisor typically requires a bachelor’s degree. Typically reports to a manager. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor.

Customer Service Supervisor Job Description Template

Our company is looking for a Customer Service Supervisor to join our team.

Responsibilities:

  • Perfect service procedures, policies, and standards;
  • Ensure compliance to scheduling, hiring, payroll and business planning processes;
  • Process customer refunds and exchanges according to established guidelines;
  • Create price tags and merchandise signs;
  • Act and work in a manner that is consistent with company’s core values;
  • Answer the telephone according to accepted guidelines;
  • respond to resident requests and work with residents to minimize/resolve problems and complaints. Follow through to ensure issue is resolved;
  • communicate with residents to ensure residents are knowledgeable regarding community’s services, operating procedures and issues/events;
  • Implement policy and procedural change;
  • Maintain customer service processes, standards and metrics to support the AFHNA team;
  • Manage schedules for customer service personnel with participating in late night schedules with team;
  • Plan, organize and conduct presentations/meetings and training to various personnel as necessary;
  • Maintaining records;
  • Recruit, hire, train, and develop department personnel in conjunction with Company objectives;
  • Support the business strategy through the creation of customer-centric service processes, standards and metrics.

Requirements:

  • Strong client-facing and communication skills;
  • Customer service experience;
  • Knowledge of all company products;
  • Must be able to possess thorough knowledge of clients policies, procedures, and products;
  • Ability to write basic internal business memos and desktop procedures, root cause/resolution analysis and flows;
  • Knowledge of various telephone or call center systems;
  • Ability to lift and carry up to 20 pounds;
  • Ability to push and pull up to 10 pounds;
  • The DSS is responsible for building both drycleaning counter sales and route sales;
  • Outstanding organizational and leadership skills;
  • Ability to stand and walk;
  • People skills, hear and diffuse issues;
  • Ability to sit for extended periods of time;
  • Manage customer escalations;
  • Process documentation.