Customer Care Supervisor

About the role

The Customer Care Supervisor is accountable for the day-to-day performance, quality, and service delivery of a team of Customer Care Representatives (CCRs) across an assigned group of service centers or branches, ensuring every customer call, order, and inquiry is handled promptly, professionally, and accurately.

Responsibilities

• Manage the day-to-day performance of a team of CCRs, ensuring all customer inquiries, including order taking, customer onboarding, payment/billing questions, service and delivery scheduling, complaints, and walk-in traffic, are handled and routed accurately and in a timely manner.
• Accountable for the team's daily call answer rate to the goal of 95% of calls answered within 30 seconds, first-call resolution, and overall service level goals.
• Review daily, weekly, and monthly performance metrics with CCRs and the Customer Care Manager, and set clear, measurable performance expectations.
• Anticipate and manage staffing needs, build and adjust schedules, and ensure adherence to scheduled hours, including seasonal peak-demand periods.
• Address performance issues promptly, coach team members toward improvement, and support corrective action when necessary.
• Serve as a backup to the team, answering calls and handling customer inquiries during periods of high call volume or staffing shortages.

Customer Service Delivery & Issue Resolution

• Handle escalated customer complaints, ensuring thorough tracking, analysis, and resolution of all critical issues.
• Partner with field Territory Directors and Operations Managers to maintain a strong local presence, community involvement, and alignment between the branch/service center and the customer care team.
• Monitor and direct adherence to department policies, procedures, and customer service standards across all channels, including phone, email, and walk-in traffic.
• Identify recurring service issues and work cross-functionally with Customer Care Program leadership to resolve root causes and improve the overall customer experience.
• Support key accounts and high-priority service requests to help ensure timely completion of orders, deliveries, and service commitments.

Training, Compliance & Cross-functional Coordination

• Identify and deliver training that meets the ongoing development needs of CCRs, including onboarding of new hires and continuing education on systems, products, and customer service best practices.
• Partner with the Customer Care Program leadership team to drive quality assurance initiatives, call monitoring/scoring, and process improvement projects within the functional area.
• Maintain compliance with company policies, data privacy standards, and applicable regulatory requirements related to customer interactions and billing.
• Utilize CRM, ERP, and telephony/reporting systems (e.g., RCC, Salesforce) to track team productivity, quality, and customer satisfaction metrics.
• Communicate regularly with the Customer Care Manager and District Managers about team performance, customer trends, and opportunities for improvement.

Qualifications and Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred.
• 4-5 years of experience in a customer service role with increasing levels of responsibility, ideally including experience managing or leading a team of direct reports.
• Proven ability to effectively train, coach, and enthusiastically motivate team members to deliver high-quality customer service.
• Effective communication skills with the ability to interact professionally with all employees, customers, and vendors.
• Ability to resolve both customer and employee inquiries while maintaining a professional, calm, and empathetic demeanor.
• Strong organizational skills and attention to detail in a fast-paced, growth-oriented environment.
• High level of computer skills, including proficiency in MS Office Suite; experience with ERP systems, RCC, and/or Salesforce preferred.
• Fluency in English, verbal and written; knowledge of Spanish an advantage.
• Some travel within the assigned area may be required to support service centers and branch teams.

Physical Demands

• Ability to sit or stand for extended periods while using a computer and telephone headset in an office or call center environment.
• Ability to occasionally lift and carry up to 25 lbs. (e.g., office supplies, files, marketing materials).

Disclaimer

This job description outlines the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Responsibilities may be modified based on business needs and organizational requirements.