Customer Service Supervisor Job Description

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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Requirements & Skills 1

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

Requirements & Skills 2

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.

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Requirements & Skills 3

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.

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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.

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Requirements & Skills 5

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.

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Requirements & Skills 6

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.

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Requirements & Skills 7

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.

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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

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.

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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.

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