CUSTOMER SERVICE SUPERVISOR

About the Role:

The Customer Service Supervisor plays a pivotal role in ensuring exceptional customer experiences by leading and managing the customer service team effectively. This position is responsible for overseeing daily operations, resolving escalated customer issues, and maintaining high standards of service quality. The supervisor will work closely with team members to provide coaching, training, and performance feedback to foster professional growth and improve service delivery. Additionally, the role involves analyzing customer service metrics to identify trends and implement process improvements that enhance efficiency and customer satisfaction. Ultimately, the Customer Service Supervisor ensures that the team meets organizational goals while promoting a positive and productive work environment in Lebanon, TN.

Minimum Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or leadership position.
• Strong understanding of customer service principles and practices.
• Proficiency with customer service software, databases, and tools.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Experience working in a fast-paced retail or call center environment.
• Familiarity with CRM systems such as Salesforce or Zendesk.
• Demonstrated ability to lead and motivate a diverse team.
• Conflict resolution and problem-solving certification or training.

Responsibilities:

• Supervise and support the customer service team to ensure timely and accurate resolution of customer inquiries and complaints.
• Monitor team performance metrics and provide regular feedback and coaching to improve individual and team outcomes.
• Handle escalated customer issues with professionalism and empathy, ensuring satisfactory resolutions.
• Coordinate with other departments to address customer needs and streamline service processes.
• Conduct training sessions and onboarding for new team members to maintain high service standards.
• Prepare and present reports on customer service performance and suggest actionable improvements.
• Maintain up-to-date knowledge of company products, services, and policies to assist the team effectively.

Skills:

The Customer Service Supervisor utilizes strong communication skills daily to interact effectively with both customers and team members, ensuring clarity and professionalism. Leadership and coaching skills are essential for guiding the team, addressing performance issues, and fostering a collaborative environment. Analytical skills are applied to interpret customer service data and identify areas for improvement, enabling informed decision-making. Proficiency with customer service software and CRM tools supports efficient case management and tracking of customer interactions. Additionally, problem-solving and conflict resolution skills are critical for managing escalated issues and maintaining customer satisfaction.