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)
We are seeking a dedicated and experienced Customer Service Supervisor to join our team at Service Specialties Inc, a leading HVAC/Plumbing company. As the Customer Service Supervisor, you will oversee the customer service department, ensuring exceptional service delivery and customer satisfaction. Your primary responsibilities will include supervising a team of hybrid/remote customer service representatives, handling escalated customer inquiries, and working closely with the Business Operations Manager in implementing strategies to improve customer service processes and procedures.
Responsibilities:
Lead, mentor, and supervise a team of customer service representatives.
Set performance goals, conduct regular performance evaluations, and provide feedback to team members.
Provide training, guidance, and support to ensure the team delivers outstanding customer service.
Oversee the day-to-day operations of the customer service department.
Handle escalated customer inquiries, complaints, and issues, resolving them promptly and effectively.
Monitor customer interactions to ensure high-quality service standards are met or exceeded.
Evaluate existing customer service processes and procedures and identify areas for improvement.
Develop and implement strategies to enhance the efficiency and effectiveness of customer service operations.
Streamline workflows and recommend technological solutions to optimize customer service delivery.
Ensure that customer needs and expectations are met by consistently providing excellent service.
Monitor customer feedback, conduct customer satisfaction surveys, and analyze data to identify trends and areas for improvement.
Collaborate with other departments to implement corrective actions and initiatives to enhance customer satisfaction.
Provide ongoing training to customer service representatives on product knowledge, company policies, and customer service best practices.
Develop training materials and resources to enhance the skills and knowledge of the customer service team.
Foster a culture of continuous learning and professional development within the customer service department.
Generate regular reports on customer service metrics, such as response times, call volumes, and customer satisfaction ratings.
Analyze data to identify trends, patterns, and areas for improvement.
Present findings and recommendations to management for strategic decision-making.
Communicate customer insights, feedback, and trends to relevant stakeholders to drive process improvements and product/service enhancements.
Requirements:
This job description outlines the key responsibilities and qualifications for the role of a Customer Service Supervisor at Service Specialties Inc in the HVAC/Plumbing industry. It is important to note that specific duties may vary based on company needs and industry trends.
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