Customer Service Supervisor Job Description

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Customer Service Supervisor Job Description

Job descriptions
Call Center and Customer Service

Job summary 1

The Customer Service Supervisor exercises discretion and independent judgment to successfully oversee the operations of the customer service (CS) department. Responsible for organizing, directing, coordinating, and delegating tasks and training new CS representatives and support personnel. Assists in developing and documenting processes and acts as a knowledgeable resource for the team.

Duties & Responsibilities 1

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Direct all activities and responsibilities in the CS area.
Provide positive and professional CS to agents, policyholders, and coworkers regarding premiums, incorrect policy issuance, and miscellaneous questions and concerns.
Develop, implement and maintain the CS training program.
Assist in developing and documenting processes.
Develop and maintain a high-standard relationship and understanding with the agency force and internal and external customers.
Monitor daily counts and turnaround times to ensure department goals are met.
- Maintain daily workload while experiencing interruptions.
- Maintain a current agent license and meet continuing education requirements.
- Manage all staff aspects, including hiring; cross training; training; development; performance review; salary administration; job descriptions; team organization and motivation of staff.

Requirements & Skills 1

Bachelor’s degree or equivalent industry experience.
Two years experience as a CS representative.
Extensive knowledge of quoting software, policy system, and ImageRight.
Proficient with Microsoft Word and Excel programs.
Ability to pass an agent’s licensing exam.
- Supervisory experience.
- Extensive knowledge in policy issuance, risk management, and CS.
- Basic investigation, evaluation, and negotiation skills.

Job summary 2

We are seeking a Customer Service Supervisor. The ideal candidate will take initiative when appropriate, have sound judgment, and be a participant and proponent of teamwork and process improvement. Flexibility and adaptability are a must in our growing industry as we strive to continually improve our customers’ experience.

Duties & Responsibilities 2

Mentors and manages 8 direct reports.
Manages day-to-day operations of the Customer Sales Support team.
Develops, monitors, reports on, and refines departmental KMIs, to ensure that the CSS team meets goals and shows continuous improvement.
Regularly reviews processes to ensure relevance and effectiveness and refines processes as needed.
Additional requests/projects, as assigned by the manager.
Provides open, honest, and constructive feedback through strong interpersonal communication skills.
- Minimizes customer escalations through training and individual/professional development - striving for 100% ownership to the point of issue resolution.
- Advises Customer Service Manager on key issues, trends, and customer expectations and recommends process improvements that will continually improve the level of customer service provided.
- Fosters open lines of communication with key stakeholders (marketing/product managers, sales force, supervisor, peers, etc.)

Requirements & Skills 2

Minimum 3-5 years of Customer Service and/or Inventory Management experience including but not limited to processing orders, forecasting, working w/ planners, manufacturing, marketing, account managers, and various other departments.
Self-starter/ Positive attitude.
Attention to detail.
Able to work collaboratively across departments at various levels.
- Excellent verbal and written communication skills in English, organizational skills; ability to gain and comprehend product knowledge; Strong Microsoft skills, Windows, Word, and Excel. Ability to navigate through systems.
- SAP experience a plus.
- Possess a strong work ethic and team player mentality - demonstrate the ability to work independently and as a team to reach mutual team goals.

Job summary 3

The Customer Service Supervisor is crucial to the operational excellence and world-class experience we provide to our customers. You will have the opportunity to mentor and motivate members of your team to achieve performance goals and contribute to their personal and professional development.

Duties & Responsibilities 3

Requirements & Skills 3

At least 1 year of Customer Service experience in a call center.
One year of supervisory experience.
Excellent written and oral communication skills.
- Excellent organizational skills and the ability to multitask.
- Excel, Word, PowerPoint, and other Microsoft Office programs needed
- High School diploma or equivalent.

Job summary 4

The Customer Service Supervisor will be responsible for helping maintain customer relationships, serving as an escalation point for service issues, and running analytics for routine operations in the order management process. In this role, you will drive customer focus and achievement of the company sales and revenue objectives by delivering exceptional customer service.

Duties & Responsibilities 4

Manage a team of customer-facing or customer-enabling customer service representatives working with complex standard service level two or three customers and drive delivery of exceptional customer service.
Conduct performance management, talent development, succession planning, and engagement.
Assist in developing and maintaining strong, collaborative customer relationships through proactive engagement on complex customer issues, where escalation will likely be required.
Analyze customer service issues and drive service-level improvements through data analysis and insights while performing root cause analysis on complex, repetitive, and reoccurring common issues seen across more junior team members.
Collaborate on customer experience improvement areas with team members and customers to improve established practices and policies.
- Influence the team to make better decisions to drive revenue growth and customer experience.
- Drive change and continuous improvement throughout the customer service organization.
- Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.

Requirements & Skills 4

Bachelor’s degree in a related field or equivalent experience
Customer Service leadership experience
Minimum of four years of related work experience
- Other minimum qualifications may apply
- Two years of supervisory experience
- Coaching experience Important Information

Job summary 5

We are currently recruiting for a Customer Service Supervisor to lead a team of customer service professionals and drive a strong commercial outcome through strong leadership and close collaboration and engagement with stakeholders across multiple levels. This is a fantastic opportunity for a high achiever and/or experienced leader who is keen to take up or further improve their leadership skills and lead the team to achieve the required business outcomes.

Duties & Responsibilities 5

Be responsible for new hires, and nurture a performance-driven customer service culture throughout the team
Provide leadership for the group of Customer Service professionals
Build development plans for team members
Ensure compliance for all aspects of the customer service team including legal, employees, and Contractors.
Oversee, measure, and monitor (through KPIs) the team’s timely and accurate output and delivery of all sales support services provided by the customer service team including all documentation (sales order processing, shipping documentation) invoicing and debtor collection.
Resolve all customer service team operational issues by escalating and engaging relevant internal & external stakeholders to ensure customer service excellence provided to all customers in your region
- Ensure robust analysis of value trade-off decisions, so that issues are resolved in a robust, data-driven way for the outcome, which optimizes system value.
- Analyse and report on progress against marketing and sales objectives as required by preparing critical month-end data and reporting promptly.
- Provide timely and effective support to stakeholders across the business.

Requirements & Skills 5

Bachelor/ Master’s degree in a business discipline or equivalent.
At least 5 years of experience in customer service in a related sector.
Ability to achieve outcomes through influencing and collaboration with others.
Ability to communicate succinctly, both verbally and in written form, with internal and external stakeholders.
Independent and proven problem solver
- Knowledge of Contract to Cash procedures
- Ability to multi-task and parallel process complex issues
- Demonstrated experience working within an environment requiring sensitivity and consideration about confidentiality and privacy

Job summary 6

The Customer Service Supervisor role will be responsible for managing process and work distribution, ensuring adequate staffing, adjusting workflows as necessary, and monitoring budgetary requirements. This position is also responsible for maintaining an engaged and productive staff by motivating, providing support, and direction, and developing employees to maximize their full potential.

Duties & Responsibilities 6

Oversee the daily responsibilities of 8-12 representatives who respond to telephone and written inquiries
Solve problems and handle escalated customer situations, as necessary
Oversee process and work distribution to ensure adequate staffing and make adjustments to workflows as necessary
- Monitoring budgetary requirements
- Identify trends while working on these assigned projects and identify process improvements on how to automate or make processes more efficient regarding these assigned projects
- Prepare, analyze, and interpret the quality and quantitative reports for management to document and improve the company’s performance

Requirements & Skills 6

2+ years of supervisory or leadership experience in a customer service setting
Knowledge of health insurance principles and products and medical terminology is required
Epic and Cisco knowledge is a plus
Leadership skills – takes initiative to answer questions and proactively identifies and resolves staff concerns and barriers to success
Proficient claims, benefit, enrollment, provider, and billing knowledge to assist with customer inquiries and backup staff during peak periods
- Commitment to maintaining and enhancing the high level of service provided by our customer service representatives
- Excellent organizational skills and able to handle several activities and projects at one time
- Ability to problem solve using critical thinking skills

Job summary 7

The Customer Service Supervisor is responsible for supervising the service department employees and processes at assigned branch locations, this includes responsibility for executing standard processes to provide a seamless customer experience through the service coordination function. This includes responsibility for exercising independent judgment in the direct supervision of Service Technicians and/or Customer Service Representatives. Is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first-time completion rate, average days to complete service, and service CES metrics. Is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and internal team members? Has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities. Responsible for assisting in the identification, development, and implementation of programs, policies, and procedures that support total customer satisfaction, company profitability, and market share growth.

Duties & Responsibilities 7

Requirements & Skills 7

Must be able to develop a high-level understanding of all Pella products and their applications
Must have problem-solving abilities and the ability to think on his/her feet to appropriately resolve urgent service situations that arise in the general course of business.
Demonstrates open communication and the ability to maintain professionalism at all times
Works collaboratively and creates a sense of trust and reliability with internal team and customers
Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available
Seeks out internal experts and utilizes their knowledge
- Supports change and innovation within organization
- Focused on details and follow through
- Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications

Job summary 8

The Customer Service Supervisor supervises a team of employees who perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers, or other agencies. The type of request may depend on the business segment e.g. escrow branches will deal with escrow-related calls, insurance businesses may receive policy or claims-related inquiries, and other groups may receive technical-related questions. Interface with customers typically by telephone, letter, fax, or email to resolve queries/problems. Employees use a computerized system for tracking, information gathering, and/or troubleshooting. The primary purpose of the role is supervision.

Duties & Responsibilities 8

Requirements & Skills 8

Job summary 9

This position is for our Customer Service Supervisor who will be responsible for leading a team of Customer Service Associates & Field Specialists. The Customer Service Supervisor manages their allocated resources to deliver results/reports within time frames agreed upon with clients. They maximize capacity and productivity by managing their resources to achieve optimum use of staff, equipment, and facilities.

Duties & Responsibilities 9

Requirements & Skills 9

2-year degree required (4 yr. preferred) degree in a science-related field or 4+ years of scientific/technical-based customer service experience preferably with knowledge of biology, genetics, cell biology, and animal science
Demonstrate detailed product-line knowledge, including genetics and strains to help answer customer questions, advise the most suitable product, and process orders to meet research needs
Solid verbal and written communication skills
Advanced proficiency with computers, phone systems, and databases (including Excel, Word, Outlook, JDE, Cognos, In Contact, and Trackwise)
- Excellent verbal and written communication skills including attention to order details in all communications
- Accurate data entry skills including proficiency with numerical keypad, 40-60 wpm on computer
- Demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements

Job summary 10

As a Customer Service Supervisor you will have direct interaction with our client at a leadership level and you will be asked to lead your team by example. Our client is very hands-on and you will be responsible to show Company in a positive light and provide solutions to any problems you may see along the way.

Duties & Responsibilities 10

Handling escalation/supervisor calls
Monitor team performance and attendance while providing guidance/coaching/support where needed
Assist your team with meeting our client’s KPI goals
- Administer coaching and progressive discipline when necessary
- Maintain a positive and respectful working environment among agents by encouraging and building mutual trust and respect and encouraging cooperation among the team
- Identify the development needs of agents; coach, mentor, or otherwise help agents to improve their knowledge or skills; provide effective opportunities for agent feedback

Requirements & Skills 10

Must be technologically proficient understanding and able to use all programs and software
Have excellent written and verbal communication skills
Able to understand and professionally communicate specific instructions, policies, and procedures
- 2+ years of experience in a supervisor role preferred but not necessary
- Must have excellent attendance punctuality and work ethic
- Must be flexible with their schedule to meet all current business needs, including working nights and weekends

Frequently asked questions

What are 10 things customer service supervisors do?

Hire and train customer service representatives: Customer service supervisors are responsible for identifying and recruiting candidates, interviewing and selecting new hires, and developing training programs to ensure that new employees are properly trained.

Provide ongoing coaching and feedback: They provide feedback and coaching to employees to help them improve their skills and enhance their job performance.

Monitor customer interactions: Supervisors monitor customer interactions to ensure that representatives are following company policies and procedures and providing excellent customer service.

Develop and implement customer service policies: They work with management to develop and implement customer service policies and procedures that support the company's goals and objectives.

Resolve escalated customer issues: Supervisors handle escalated customer issues that cannot be resolved by representatives, ensuring that complaints are addressed and resolved promptly and to the customer's satisfaction.

Manage schedules and workflow: They manage the scheduling of customer service representatives, ensuring that staffing levels are appropriate to meet customer demand.

Analyze customer service metrics: Supervisors analyze customer service metrics such as call volume, average handling time, and customer satisfaction scores to identify areas for improvement and implement changes to enhance the customer experience.

Conduct performance evaluations: They conduct performance evaluations of customer service representatives, providing feedback on areas for improvement and recognizing exceptional performance.

Collaborate with other departments: Supervisors collaborate with other departments, such as sales, marketing, and operations, to ensure that customer needs are met and issues are resolved quickly and effectively.

Develop and maintain relationships with customers: They work to develop and maintain relationships with customers, ensuring that they receive exceptional service and addressing any issues or concerns they may have.

What are customer service supervisor skills?

Here are some key skills that customer service supervisors should possess:

Leadership: Customer service supervisors should be able to lead and inspire their teams to provide excellent customer service.

Communication: They must have excellent communication skills to effectively communicate with employees, customers, and other stakeholders.

Problem-solving: Customer service supervisors should be able to identify problems and develop effective solutions to ensure that customers are satisfied.

Time management: They must be able to manage their time effectively to ensure that customer service representatives are properly trained and that customer needs are met.

Organization: Customer service supervisors should be organized and able to manage multiple tasks simultaneously.

Customer focus: They must be focused on meeting customer needs and ensuring that customer issues are resolved promptly.

Technical skills: They should have a good understanding of the technology and tools used in customer services, such as CRM software and call center technology.

Analytical skills: They must be able to analyze data and metrics to identify areas for improvement and make data-driven decisions.

Flexibility: Customer service supervisors should be flexible and adaptable to changing customer needs and business requirements.

Empathy: They must be able to empathize with customers and understand their needs, feelings, and concerns to provide exceptional customer service.

Olivia Powell
Recruiting expert

Last updated Sep 22

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Frequently asked questions

What are 10 things customer service supervisors do?

What are customer service supervisor skills?

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