Customer Service Supervisor

Jobtailor; New Albany (OH); On-site; USD 48,000 - 64,000; Full time

Job summary

Jobtailor in the United States is seeking a Customer Service Supervisor to coordinate activities of service agents and to supervise and develop a team of agents, specialists, and coordinators. The role involves answering service questions, handling complaints, and ensuring adherence to client SOPs.

The ideal candidate will have 0–2 years of supervisory experience, strong interpersonal and analytical abilities, and the capacity to pass required background checks.

Qualifications

• Bachelor’s degree or equivalent strongly preferred.
• 0-2 years supervisory experience preferred.
• Must be able to pass background checks and drug tests.
• Exceptional interpersonal and analytical skills required.

Responsibilities

• Coordinate activities of service agents delivering customer support.
• Supervise and develop customer service agents, specialists, and coordinators.
• Answer questions about services.
• Handle customer complaints following client SOPs.
• Audit, research, and report customer service issues.
• Monitor agent productivity and generate reports.
• Provide performance feedback and coaching to staff.
• Manage performance to meet productivity and organizational objectives.

Skills

Interpersonal skills

Analytical skills

Coaching skills

Education

Bachelor’s degree

Job description

Responsibilities

• Responsible for coordinating activities of various types of service agents providing customer support services.
• Responsible for the supervision and development of customer service agents, specialists, and coordinators.
• Answer questions about services.
• Handle customer complaints, adhere to client protocol and SOP’s.
• Audit, research, report, and resolve customer service issues.
• Monitor productivity of agents and generate reports.
• Provide performance feedback and coaching to employees and supervisors.
• Manage performance to ensure required levels of productivity and achievement of organizational objectives.

Requirements

• Bachelor’s degree or equivalent strongly preferred.
• Generally prefer 0-2 years of related supervisory experience.
• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.
• Exceptional interpersonal and analytical skills required.