CB Customer Service Supervisor - Decatur, AL

Position Summary

The Customer Service Supervisor works in partnership with the Customer Service Manager to lead, coach, and develop a high-performing customer service and collections team. This role focuses on delivering exceptional customer experience while ensuring efficient, compliant, and respectful management of delinquent accounts.

ESSENTIAL JOB DUTIES

• Leads, supports, and develops a team of customer service representatives to deliver consistent, professional, and customer-focused service.

• Provides onboarding, training, coaching, and performance feedback to encourage growth, accountability, and engagement.

• Fosters a customer-first environment by modeling empathy, professionalism, and problem-solving in all customer interactions.

• Maintains call queues, workflows, and performance metrics to ensure service levels, quality standards, and productivity goals are achieved.

• Assists in creating and maintaining department policies and procedures to improve efficiency and enhance the customer experience.

• Works closely with clients and internal teams to resolve customer inquiries, disputes, and account concerns.

• Oversees accounts that are 1 day past due, up to 74 days delinquent to ensure all appropriate collection efforts have been completed prior to collection department consideration.

• Prepares and maintains Customer Service Representative workflow documentation and month-end reports with accuracy and attention to detail.

• Participates in Manager/Supervisor meetings by providing account status updates, trends, and recommendations.

• Reviews and approves buyouts, customer service notes, rekey requests, and refund tasks to ensure accuracy and compliance.

• Maintains account for potential fraud and ensures timely escalation when necessary.

• Performs essential customer service duties when operational needs require additional support.

REQUIRED SKILLS AND COMPETENCIES

• A high school diploma or equivalent required; bachelor’s degree or business-related coursework preferred.

• Two (2) years of lead or supervisory experience required, current supervisory experience preferred.

• Two (2) years of customer service and/or collections experience required.

• Strong verbal and written communication skills with the ability to handle sensitive situations professionally and empathetically.

• Excellent customer relations and conflict-resolution skills.

• Ability to work effectively with employees, leadership, clients, and vendors.

• Proficiency in Microsoft Excel, Word, and general office applications.

• Demonstrated ability to lead, motivate, and influence others to achieve individual and team goals.

• Strong technical aptitude with ability to learn and adapt to new systems, software, and processes.

WORKING CONDITIONS

Office environment; secure, comfortable working conditions.

ADDITIONAL COMMENTS

This job description outlines general responsibilities and does not constitute a contract of employment. Management reserves the right to modify duties and responsibilities based on business needs or special projects. The Customer Service Supervisor may perform additional duties as assigned.