Supervisor, Customer Service

About the role

The Customer Service Supervisor plays a crucial role in ensuring high-quality customer service and maintaining smooth operations within the Regional Center. They oversee the Customer Service Representatives, manage daily activities, and ensure all processes align with customer needs and company objectives.

Responsibilities

• Hire, schedule, and train staff
• Maintain quality assurance and conduct performance evaluations
• Prioritize and coordinate customer service activities
• Serve as an interface between customers and corporate groups
• Handle escalated customer service issues
• Train customers on business applications
• Manage communication internally and externally
• Configure call volume center systems
• Assist with more complex customer issues
• Direct department activities to meet customer and division needs

Requirements

• Bachelor’s degree (preferred)
• 3 years of customer service experience
• Flexible schedule
• Proficient in MS Office Suite
• Strong leadership and organizational skills
• Troubleshooting and conflict resolution abilities
• Experience covering staffing gaps
• Able to work in a diverse, fast-paced environment

Qualifications

• Ability to read, write, and understand English
• Knowledge of products and promotions
• Experience in conflict resolution
• Ability to assist CSRs and customers with questions and escalated calls

Benefits

• Medical, dental, and vision insurance
• FSA/HSA
• Company-paid life insurance
• Paid time off
• 401(k) Profit Sharing Plan
• Additional benefits such as pet insurance, maternity/paternity leave, employee assistance programs, discount programs, and tuition reimbursement

Pay

Annual incentive plan with a target incentive of XX% of base annual salary.

Schedule

Full-time, 1st shift - Day Employee Status: Regular