Customer Service Supervisor

Smart Care Equipment Solutions; Indiana (PA); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Smart Care Equipment Solutions in Fishers, IN, is seeking a Customer Service Supervisor to lead a team of service agents supporting field customers. You will provide direction, training, and performance feedback to ensure professional, high-quality assistance and timely issue resolution.

The role requires at least 2 years in customer service with proven coaching ability, strong communication, and the capacity to manage multiple tasks in a fast-paced environment.

Qualifications

• 2+ years' experience in Customer Service and demonstrated success in customer service or equivalent level order entry/order processing experience.
• Bachelor's degree preferred.
• Excellent oral and written communication skills.
• Ability to work independently in a fast-paced environment.
• Ability to multitask and work well under pressure.

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.

Skills

Team supervision

Coaching

Communication

Multitasking

Working under pressure

Independent work

Education

Bachelor's degree

Tools

MS Office

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 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].

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. Our strong reputation and leading customer service stems from our high-quality technician base, breadth of services and quick response times. We are OEM-agnostic with the ability to service more than 10,000 types of equipment - giving you a valuable, single source provider to all your kitchen and refrigeration equipment needs. As we continue to build upon our foundation of world class technicians and national coverage, it is centered around how to better serve our broad range of customers - from grocery to restaurants, from corporate dining to hospitality, from large entertainment venues to higher education, from cold storage to convenience stores, from healthcare to casinos.