Customer Service Supervisor

ZipRecruiter; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading company in NYC is seeking an experienced Customer Service Supervisor to lead a team of agents. The role involves overseeing operations, ensuring excellent customer service, and developing strategies to enhance service quality. Ideal candidates will possess strong leadership and interpersonal skills, a Bachelor's degree, and managerial experience in customer service.

Qualifications

• At least 2 years of managerial experience in customer service.
• Knowledge of customer service processes and industry trends.

Responsibilities

• Interview, hire, train, and manage a team of customer service agents.
• Monitor and respond to customer inquiries promptly and efficiently.
• Develop strategies and processes to improve customer service quality.

Skills

Interpersonal Skills

Organizational Skills

Problem-Solving Skills

Communication Skills

Education

Bachelor's Degree

Tools

Customer Service Software

Job description

We are looking for an experienced, energetic, and self-motivated Customer Service Supervisor to lead, motivate, and manage a team of 5-7 customer service agents. As a Customer Service Supervisor, you will oversee operations and provide excellent customer service through phone, email, chat, and in-person support. You are a results-oriented leader who sets and achieves high performance standards.

Responsibilities:

1. Interview, hire, train, and manage a team of customer service agents, providing direction, coaching, and motivation as needed.
2. Create a customer service team to ensure excellent service and customer satisfaction.
3. Monitor and respond to customer inquiries promptly and efficiently.
4. Manage customer data, including tracking and recording feedback.
5. Monitor agent performance to meet customer satisfaction goals.
6. Develop strategies and processes to improve customer service quality.
7. Create reports on key performance metrics and customer satisfaction levels.
8. Utilize customer service software to optimize processes.

Requirements:

1. Bachelor's degree or equivalent.
2. At least 2 years of managerial experience in customer service.
3. Excellent interpersonal, organizational, and problem-solving skills.
4. Knowledge of customer service processes and industry trends.
5. Proficiency with customer service software and applications.
6. Ability to remain diplomatic and adaptable in difficult situations.
7. Strong communication and interpersonal skills.
8. Ability to work effectively in a fast-paced, high-stress environment.
9. Capacity to multitask and prioritize tasks efficiently.
10. Willingness to work in a team environment.

About Tower Auto Mall:

Tower Auto Mall is the leading livery dealership in NYC, serving drivers for over 25 years. We are committed to providing excellent service and helping you get on the road quickly. Our large inventory and flexible payment plans are designed to meet your needs.