Customer Service Supervisor

Smart Care; Indiana (PA); On-site; USD 45,000 - 60,000; Full time

Job summary

Smart Care is seeking a Customer Service Supervisor to lead a team of Customer Service Agents in Fishers, Indiana. The role focuses on providing direction, coaching, and training to ensure high-quality service for field customers.

You will handle performance appraisals, monitor KPIs, and drive improvements in dispatch practices while collaborating across departments. Strong communication and multitasking are essential in this fast-paced environment.

Qualifications

• 2+ years’ experience in Customer Service or equivalent order processing experience.
• Strong written and oral communication skills are essential.
• Proven ability to train and guide a team in a fast-paced environment.

Responsibilities

• Provide work direction and supervision to Customer Service Agents.
• Monitor performance and coach to meet daily and monthly objectives.
• Improve dispatch practices and review metrics and objectives.
• Address issues raised by customers and colleagues.
• Conduct new associate training and ongoing development.

Skills

Customer Service

Communication

Multitasking

Time Management

MS Office

Education

Bachelor's degree

Job description

Customer Service Supervisor

Fishers, IN

Summary of the Job:

A Customer Service Supervisor provides work direction, training, and support to the Customer Service Agents supporting our field customers. You will ensure the associates have the tools required to provide professional and exceptional quality assistance. This position makes decisions and takes appropriate action regarding personnel and call center issues and activities. You will prepare and administer annual performance appraisals for all team members. This position also requires a high level of working knowledge of the systems and technology for the businesses and programs they support.

Main Responsibilities

• Provides work direction and supervision to team members and is the first point of contact for assistance with challenging situations

• Monitors the performance of team members and provides coaching to ensure daily and monthly objectives are achieved

• Actively seeks to improve our current dispatch practices

• Reviews and revises metrics and objectives as needed

• Addresses and resolves issues raised by internal and external customers on an ongoing basis

• Conducts new associate training and provides ongoing training

• Writes and delivers annual performance appraisals

• Participates in special projects as assigned

Minimum Qualifications

• 2+ years’ experience in Customer Service and demonstrated success in customer service or equivalent level order entry/order processing experience

Preferred Qualifications

• Bachelor’s degree

• Excellent oral and written communication skills

• Ability to work independently in a fast-paced environment

• Ability to multitask and work well under pressure

• Ability to provide guidance and assess the performance of subordinates

• Ability to work different shifts and holidays as required

• Proven ability to resolve problems independently and take appropriate action in a timely manner

• Attention to detail and excellent organizational and time management skills

• Proficient in MS Office

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand‑alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [e-mail].