Customer Service Supervisor

About the role

Silencer Central is passionate about compliance, knowledge, and community education in firearm sound suppression, making silencer buying simple since 2005. As a Customer Service Supervisor, you will oversee the daily functions of the Customer Service team, focusing on performance, training, and process improvement to ensure excellence in customer service.

Responsibilities

• Apply strong leadership and problem-solving skills to maintain team efficiency and organize workflows.
• Manage a team of senior and front-line representatives, ensuring compliance with company guidelines, particularly related to service quality.
• Coach and develop direct reports' skills and knowledge.
• Handle supervisory administrative duties, including time cards, PTO requests, performance evaluations, and bi-weekly one-on-ones.
• Review reports and analyze call center activity to identify improvement opportunities in service, call volume, problem resolution, staffing, and operations.
• Identify opportunities to update or improve customer service procedures, workflows, and processes, and make recommendations to management.
• Assist the team with escalated service situations and issues requiring cross-departmental research.
• Develop, implement, and evaluate employee training programs and instructional materials, conduct training classes, and assign work.
• Promote effective communication among departments to achieve common goals.
• Leverage technology and implement processes to increase efficiencies and reduce costs.
• Monitor and report KPIs and metrics.
• Understand and ensure compliance with industry regulatory guidelines.
• Oversee the accurate and timely submission of paperwork to the Federal Government on behalf of customers.
• Perform other duties as required to support customer service and operations.

Requirements

• Bachelor’s Degree required; Master’s Degree preferred.
• 3-5 years of supervisory experience.
• Experience working with a deeply integrated CRM.
• Proficient with Microsoft Office, Google Workspace applications, and a basic understanding of CRM automation logic.
• Excellent attention to detail and interpersonal/communication skills.
• Ability to manage multiple projects with strict deadlines in a fast-paced environment.
• Ability to work independently and prioritize tasks effectively.
• Strong teamwork skills to achieve team, departmental, and corporate goals.
• Active listening skills—giving full attention, understanding points being made, and asking appropriate questions.
• Critical thinking ability—using logic and reasoning to evaluate solutions and approaches to problems.
• Ability to monitor and assess performance to make improvements or take corrective action.

Pay

Salary: $55,000.00 - $70,000.00, depending on experience.

Benefits

• Incentive Bonus
• Unlimited PTO
• Company Paid Holidays
• Health Insurance: Copayment Plus Plans or High-Deductible Health Plan with $750 - $1,500 HSA match
• Dental insurance
• Vision insurance
• Long-Term and Short-Term Disability insurance
• Company Paid Life Insurance
• Employee Assistance Program (EAP)
• 401(k) with company match
• Employee Discount Program

Schedule

Monday – Friday, core hours 8:30 AM – 5:00 PM (on-site).