Customer Service Supervisor

JM&A Group; Orlando (FL); Hybrid; USD 55,000 - 75,000; Full time

Job summary

A leading company is seeking a Customer Service Supervisor to lead a collaborative team focused on delivering exceptional customer experiences. This role involves coaching, performance assessment, and process improvement within a hybrid work environment. Ideal candidates will have strong leadership and communication skills, along with experience in customer service management.

Qualifications

• At least 2 years of experience leading customer service teams.
• Strong verbal, written, and interpersonal communication skills.
• Experience using reporting tools.

Responsibilities

• Foster leadership qualities and growth opportunities for associates.
• Provide continuous feedback and coaching for the team.
• Ensure departmental performance aligns with objectives.

Skills

Leadership

Coaching

Analytical Skills

Communication

Change Management

Tools

Salesforce

Excel

Cognos

Job description

Join to apply for the Customer Service Supervisor role at JM&A Group

We are seeking a Customer Service Supervisor to lead a collaborative team dedicated to supporting contract holders, field sales associates, dealer partners, and lenders. If you're passionate about resolving inquiries, coaching for success, and delivering exceptional customer experiences, we encourage you to apply.

This position is based at our Customer Experience Center in Deerfield Beach, Florida, and offers a hybrid work arrangement. Join us in creating a positive impact through great customer service.

Responsibilities

• Foster leadership qualities and growth opportunities for associates.
• Provide continuous constructive feedback, coaching, and development for the team.
• Regularly assess key performance indicators and associated reporting tools.
• Observe and identify opportunities for process improvements within the team.
• Maintain and enhance processes, procedures, and reporting for optimum efficiency.
• Ensure departmental performance aligns with objectives and service levels.
• Communicate departmental impacts clearly and effectively with teams.
• Act as a point of contact for escalations and issues, offering customer support and resolution.

Qualifications

• At least 2 years of experience leading customer service teams or in a supervisory capacity preferred.
• Proven track record of coaching associates to achieve their goals.
• Knowledge of key performance indicators in a contact center environment.
• Demonstrated skills in effective change management.
• Experience in leading virtual teams successfully.
• Possess strong analytical and critical thinking skills.
• Available from 8 am to 6 pm EST and flexible with some holidays.
• Strong verbal, written, and interpersonal communication skills.
• Successful track record of resolving customer inquiries, requests, and complaints.
• Ability to manage multiple tasks and ensure timely completion.
• Experience using reporting tools such as Cognos, Salesforce, Beqom, Harmony, and/or Excel.
• Technology-savvy with a quick ability to learn new systems and processes.
• Basic understanding of products, systems, and value propositions is a plus.
• Bonus points for experience in an omnichannel contact center.
• Familiarity with platforms like Alvaria and Ring Central is a plus.

If you are a motivated leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity to contribute to the success of the organization.

This job description may not be inclusive of all duties, responsibilities, or aspects of the job described, and may be amended at any time at the discretion of JM Family. All work arrangements are subject to performance, business needs, and manager discretion, and may be revised as necessary.

Equal Opportunity Employer

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex, sexual orientation, gender identity, disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by law.

Disability Accommodations

If you require a reasonable accommodation to complete the application process, please contact JM Family’s Talent Acquisition at [e-mail]. For accommodations at recruiting events, notify us at least 72 hours prior.