Customer Service Supervisor

Position Overview:  

The Customer Service Supervisor is responsible for ensuring compliance with efficient procedures. This position is responsible for supervising the day-to-day operations and performance of the Customer Service Reps and Schedulers.   

 
Main Job Tasks and Responsibilities: 

• Supervise day-to-day activities of customer service while setting clear expectations and leading by example. 
• Motivate, guide, and lead team with a focus on meeting and exceeding established business goals and objectives of department. 
• Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner. 
• Monitor compliance with departmental policies and procedures and track progress regarding departmental goals. 
• Proactively identify opportunities to improve and enhance systems and processes to increase the efficiency and effectiveness of a team. 
• Foster a work environment conducive to excellent transactional quality, staff productivity, top notch customer service, learning, teamwork, execution and accountability. 
• Optimize utilization of our CRM dashboard. 
• Collaborate with other Department leaders to identify and implement process improvement strategies and tactics. 
• Effectively evaluate, coach, and develop Customer Service Representatives/ Schedulers service skills and techniques for meeting service and sales goals. 
• Efficiently manage any call escalations, negative reviews, refund requests. 
• Be involved in employee performance reviews and coaching sessions, interviewing. 
• Prioritize measure reports, installation reports and root cause reports. 
• Participate in weekly operations meetings. 
• Master open order report and related procedures within 30 days. 
• Master customer service handbook within 60 days (schedule and coordinate filed technicians and installers) 
• Be patient, calm and provide a clear message when communicating verbally and in writing. 
• Master the product within 4 months from start date 
• Identify opportunities to train and monitor team for effective skills and lead coaching efforts to identify sales opportunities. 

Qualifications: 

• 5 years of positive customer service management experience required 
• Demonstrated ability to lead, and develop strong teams with client-driven project goals in mind while mitigating risk 
• Ability to multitask in a fast-paced environment; Strong time management and organizational skills 
• Excellent problem resolution and customer service skills 
• Excellent verbal and written communication skills 
• Positive attitude and strong interpersonal skills 
• Strong computer skills including MS Office applications (Excel and PowerPoint) 

Salary : $55,000 - $60,000