Customer Service Supervisor: Lead, Coach & Improve

Wonder Porcelain Group

Lebanon (TN)

On-site

USD 52,000 - 70,000

Full time

43 hours ago

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Job summary

Wonder Porcelain Group is seeking a Customer Service Supervisor in Lebanon, TN to lead a team delivering exceptional customer experiences. You will oversee daily operations, coach staff, resolve escalated issues, and collaborate with other departments to improve service delivery.

Ideal candidates have 3+ years in customer service, with at least 1 year in supervision, and strong communication and CRM skills.

Qualifications

High school diploma or equivalent; higher degree preferred.
3+ years in customer service with at least 1 year in a supervisory or leadership role.
Strong understanding of customer service principles and practices.
Proficiency with customer service software, databases, and tools.
Excellent communication and interpersonal skills.

Responsibilities

Supervise and support the customer service team to ensure timely and accurate resolution of customer inquiries and complaints.
Monitor team performance metrics and provide regular feedback and coaching to improve individual and team outcomes.
Handle escalated customer issues with professionalism and empathy, ensuring satisfactory resolutions.
Coordinate with other departments to address customer needs and streamline service processes.
Conduct training sessions and onboarding for new team members to maintain high service standards.
Prepare and present reports on customer service performance and suggest actionable improvements.
Maintain up-to-date knowledge of company products, services, and policies to assist the team effectively.