Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
BASIC FUNCTION: The Customer Service Supervisor oversees specific finance operations as assigned by the Finance Director, including the performance of full range of supervision for designated areas of responsibility.
Knowledge: Good working knowledge of cash accounting and cash register balancing, returned checks and billing procedures. Good knowledge of clerical accounting procedures including posting and balancing of ledger entries. Good knowledge of business and general math to perform accounting computations.
Skills: Position requires skill in the operation of personal computers and general understanding of the operations and maintenance of computer database, calculator by touch. Ability to effectively communicate with the general public in situations requiring the collection and dissemination of information. Ability to supervise effectively. Ability to analyze computer software application effectiveness and determine appropriate modifications.
Education: Two years of college.
Experience: Five years of related experience in a municipality, public accounting firm, or business. Two years of experience as a supervisor in a related field or operation.
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