Customer Service Supervisor

DSV Air & Sea Inc.; Sterling (VA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with company matching

Paid time off + holidays

Job summary

DSV Air & Sea Inc. in Sterling, VA, is seeking a Customer Service Supervisor to oversee a team of customer service professionals and coordinate service operations. The role focuses on coaching staff, improving service levels, and ensuring compliance with client protocols and SOPs.

The position requires strong interpersonal and analytical skills, with a preference for a Bachelor's degree and some supervisory experience. It offers a competitive salary and comprehensive benefits.

Qualifications

• Exceptional interpersonal and analytical skills required.
• Bachelor's degree or equivalent strongly preferred.
• Generally prefer 0–2 years of related supervisory experience.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and supervise a world‑class customer service team.
• Provide answers to customer inquiries about services.
• Enter key information into computer systems to compile work volume statistics and maintain records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs, audit, research, report, and resolve customer service issues.
• Assist with maintaining a database of call volumes and staffing; suggest staffing changes based on daily trends, industry trends, and PBX data.
• Monitor productivity of agents and generate reports.
• Monitor ACD data to track hold time; assist with corrective actions to reduce hold time and increase customer satisfaction.
• Observe calls to evaluate employee demeanor, technical accuracy, and compliance with company policies and standards; provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments; manage performance to meet required levels of productivity and organizational objectives.

Skills

Interpersonal skills

Analytical skills

Education

Bachelor's degree or equivalent

Job description

Position Overview

Job Title: Customer Service Supervisor

Location: USA – Sterling, Howling Rooster Ln

Division: Solutions

Time Type: Full Time

Job area: Managerial

Position Summary

Responsible for coordinating activities of various types of service agents providing customer support services.

Key Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and supervise a world‑class customer service team.
• Provide answers to customer inquiries about services.
• Enter key information into computer systems to compile work volume statistics and maintain records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs, audit, research, report, and resolve customer service issues.
• Assist with maintaining a database of call volumes and staffing; suggest staffing changes based on daily trends, industry trends, and PBX data.
• Monitor productivity of agents and generate reports.
• Monitor ACD data to track hold time; assist with corrective actions to reduce hold time and increase customer satisfaction.
• Observe calls to evaluate employee demeanor, technical accuracy, and compliance with company policies and standards; provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments; manage performance to meet required levels of productivity and organizational objectives.

Essential Functions

Must be able to pass all federal, state, local government, airport, or company‑required background checks, clearances, and drug or alcohol tests. The individual in this position must be capable of performing all essential functions with or without a reasonable accommodation.

Qualifications

Exceptional interpersonal and analytical skills required.

Bachelor's degree or equivalent strongly preferred.

Generally prefer 0–2 years of related supervisory experience.

Compensation & Benefits

Base salary: $70,000 – $80,000 annual (expected).

Eligible for a performance‑based bonus program.

Health benefits: medical, prescription, dental, vision, and life insurance; flexible and health spending accounts; short‑ and long‑term disability coverage; wellness resources to support overall well‑being.

401(k) plan with company‑matching contributions up to 5%.

Paid time off, paid holidays, and additional floating holidays.

EEO Statement

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state, or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at [e-mail]. DSV reserves the right to defer or close a vacancy at any time.