Customer Service Supervisor

ABOUT THE JOB

The Customer Service Supervisor oversees the day-to-day operations of a customer service team, ensuring exceptional customer experiences and maintaining service standards. This individual will be responsible for managing and mentoring team members, handling escalated customer inquiries, support billing, activations and troubleshooting. The role requires strong leadership skills, problem-solving abilities, and a customer-first mindset.

ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES

• A skilled Call Center Supervisor will lead representatives to better performance and improve service quality.
• Provide quality service and support in various areas, including billing, activations, and troubleshooting.
• Provides representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques.
• Focus on processes to better support customers.
• Exceptional communication, interpersonal, and customer service skills and comprehensive company policies and offerings knowledge.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Focus on improving team and call center practices.
• Work with the customer service supervisor to deliver proper customer service.
• Utilize computer technology to handle high order volumes.
• Create and sustain a positive team environment, displaying high motivation and excellent teamwork.
• Hire, train, coach, and lead representatives as they carry out activation tasks.
• Adhere to company practices and regulations.
• Maintain the work area in a neat and orderly fashion.
• Establish and adhere to a record of good attendance and punctuality.
• Maintain confidentiality of all customer and company information.
• Complete any special projects as assigned.

QUALIFICATIONS

• Must be able to learn all aspects of the job by on-the-job training, attending seminars/ vocational schools or classes, reading instruction manuals, etc., for the position.
• Must have a good comprehension of telephone etiquette and office protocol.
• Ability to define problem(s), define seriousness of problem(s), collect data, and establish facts.
• Maintain a positive attitude towards co-workers and customers.
• Maintain honesty and integrity in all dealings.
• Effective time management.
• Troubleshooting abilities.
• Professional and effective oral and written communication skills.
• Ability to add, subtract, multiply, and divide using whole numbers and decimals.
• Must have knowledge of Computer Operations, including web-based portals, typing, 10-Key, phone operation.
• Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment.

SUPERVISOR RESPONSIBILITIES

• Provides leadership, guidance, and support to assigned team members.
• Assists with employee training, coaching, and performance management.
• Supports hiring, onboarding, scheduling, and employee development activities.
• Promotes a positive, professional, and safety-focused work environment.
• Ensures compliance with company policies, procedures, and applicable regulations.
• Monitor workload distribution and team productivity to support operational goals.
• Addresses employee concerns and escalate issues as appropriate.
• May participate in disciplinary actions, performance evaluations, and corrective action processes.

SAFETY EXPECTATIONS

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

ENVIRONMENTAL / WORKING CONDITIONS

• No travel required for this position.
• Indoor office environment.

PHYSICAL REQUIREMENTS

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Usual office environment with frequent sitting, walking, and standing.
• Occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Frequent use of eye, hand, and finger coordination enables the use of office machinery.
• Oral and auditory capacity enables interpersonal communication and communication through automated devices like the telephone.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.