Job Summary

The Customer Service Supervisor oversees daily customer service operations and leads a team of customer service representatives to ensure high-quality service, efficiency, and customer satisfaction. This role is responsible for coaching staff, resolving escalated issues, monitoring performance metrics, and ensuring company policies and service standards are met.

Key Responsibilities

• Supervise and support a team of customer service representatives
• Monitor daily operations, call queues, and service levels to ensure performance goals are achieved
• Handle escalated customer inquiries and complaints with professionalism and efficiency
• Coach, train, and mentor team members to improve performance and customer experience
• Conduct performance evaluations and provide regular feedback
• Assist with scheduling, attendance tracking, and workforce coverage
• Ensure compliance with company policies, procedures, and quality standards
• Identify process improvement opportunities and recommend solutions
• Prepare reports on team performance, customer trends, and service metrics
• Collaborate with management and other departments to resolve issues and improve service delivery

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred
• 2–5 years of customer service experience, including prior leadership or supervisory experience
• Strong communication, problem-solving, and interpersonal skills
• Ability to handle difficult customer situations calmly and effectively
• Proficiency with customer service software, CRM systems, and Microsoft Office
• Strong organizational skills and attention to detail