Customer Service Supervisor

About the role

The Customer Service Supervisor oversees the day-to-day operations of a customer service team, ensuring exceptional customer experiences and maintaining service standards. This individual will manage and mentor team members, handle escalated customer inquiries, and support billing, activations, and troubleshooting. The role requires strong leadership skills, problem-solving abilities, and a customer-first mindset.

Responsibilities

• Lead representatives to improve performance and service quality.
• Provide quality service and support in billing, activations, and troubleshooting.
• Offer representatives opportunities to expand their knowledge of services, products, and troubleshooting techniques.
• Focus on processes to better support customers.
• Demonstrate exceptional communication, interpersonal, and customer service skills, along with comprehensive knowledge of company policies and offerings.
• Provide accurate, valid, and complete information using the right methods and tools.
• Improve team and call center practices.
• Collaborate with the customer service supervisor to deliver proper customer service.
• Utilize computer technology to handle high order volumes.
• Create and sustain a positive team environment, displaying high motivation and excellent teamwork.
• Hire, train, coach, and lead representatives in activation tasks.
• Adhere to company practices and regulations.
• Maintain a neat and orderly work area.
• Establish and maintain good attendance and punctuality.
• Maintain confidentiality of all customer and company information.
• Complete special projects as assigned.

Supervisory Responsibilities

• Provide leadership, guidance, and support to assigned team members.
• Assist with employee training, coaching, and performance management.
• Support hiring, onboarding, scheduling, and employee development activities.
• Promote a positive, professional, and safety-focused work environment.
• Ensure compliance with company policies, procedures, and applicable regulations.
• Monitor workload distribution and team productivity to support operational goals.
• Address employee concerns and escalate issues as appropriate.
• Participate in disciplinary actions, performance evaluations, and corrective action processes.

Requirements

• Ability to learn all aspects of the job through on-the-job training, seminars, vocational schools, or classes.
• Good comprehension of telephone etiquette and office protocol.
• Ability to define problems, assess their seriousness, collect data, and establish facts.
• Maintain a positive attitude toward co-workers and customers.
• Demonstrate honesty and integrity in all dealings.
• Effective time management skills.
• Strong troubleshooting abilities.
• Professional and effective oral and written communication skills.
• Ability to perform basic arithmetic operations (addition, subtraction, multiplication, and division) using whole numbers and decimals.
• Knowledge of computer operations, including web-based portals, typing, 10-key, and phone operation.
• Telecommunications knowledge preferred, with one year of business office experience (e.g., clerk, administrative assistant, accounting, or computer entry).

Working Conditions

• No travel required.
• Indoor office environment.

Physical Requirements

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Frequent sitting, walking, and standing in a usual office environment.
• Occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Frequent use of eye, hand, and finger coordination to operate office machinery.
• Oral and auditory capacity for interpersonal communication and use of automated devices like telephones.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.