Customer Service Supervisor

Davita Inc.; Madison (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in customer service is seeking a motivated Customer Service Supervisor in Madison, WI. The role involves leading a team to ensure high service standards, manage operations, and resolve customer issues. Applicants should have relevant experience and strong communication skills to excel in this position. Benefits include medical, retirement plans, and more.

Benefits

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account

Transportation benefits

Employee Assistance Program

Time Off/Leave

Qualifications

• 3+ years in customer service, at least 1 year in a supervisory role.
• Ability to lead and motivate a team.
• Proficiency in customer service software.

Responsibilities

• Supervise customer service representatives and ensure high performance.
• Handle escalated inquiries and complaints professionally.
• Analyze metrics to identify performance trends and areas for improvement.

Skills

Interpersonal skills

Communication skills

Problem-solving skills

Conflict-resolution skills

Time management

Education

Associate or Bachelor's degree in Business or Communications

Tools

CRM systems

Ticketing platforms

Job description

Job Title: Customer Service Supervisor

Job Summary: We are seeking a motivated and experienced Customer Service Supervisor to lead a team of customer service representatives in delivering exceptional service and support. This role is responsible for overseeing daily operations, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and service efficiency.

Key Responsibilities:

1. Supervise and support a team of customer service representatives, ensuring high performance and adherence to service standards.
2. Monitor daily operations, including call/email/chat volumes, response times, and customer interactions, to ensure timely and effective service.
3. Handle escalated customer inquiries and complaints professionally, focusing on resolution.
4. Train, mentor, and develop team members through regular feedback, coaching sessions, and performance evaluations.
5. Collaborate with other departments (e.g., sales, logistics, technical support) to resolve customer issues and improve service delivery.
6. Analyze customer service metrics and prepare reports to identify trends, areas for improvement, and team performance.
7. Assist in developing and implementing customer service policies, procedures, and best practices.
8. Foster a positive and customer-focused team culture.

Qualifications:

1. Associate or Bachelor's degree in Business, Communications, or a related field (or equivalent experience).
2. 3+ years of experience in customer service, with at least 1 year in a supervisory or leadership role.
3. Strong interpersonal and communication skills, with the ability to lead and motivate a team.
4. Proficiency in customer service software (e.g., CRM systems, ticketing platforms).
5. Excellent problem-solving and conflict-resolution abilities.
6. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Pay and Benefits:

The pay range for this position is $31.00 - $38.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be specific to elections, plans, or program terms. If eligible, the benefits available for this temporary role may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Workplace Type:

This is a fully onsite position in Madison, WI.

Application Deadline:

This position is anticipated to close on June 18, 2025.

About TEKsystems and TEKsystems Global Services:

We're a leading provider of business and technology services, accelerating business transformation for our customers. Our expertise in strategy, design, execution, and operations unlocks business value through a range of solutions. We are a team of 80,000 working with over 6,000 customers, including 80% of the Fortune 500, across North America, Europe, and Asia. We help customers capitalize on change and master the momentum of technology, building tomorrow by delivering business outcomes and positively impacting our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and considers all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.