Customer Service Supervisor: Lead & Develop Talent

Petro; Bay Shore, Northern (NY, KY); Hybrid; USD 56,000 - 76,000; Full time

Benefits offered by this job

Medical coverage

Retirement Savings

Job summary

Star Group is seeking a Customer Service Supervisor to lead a 10–15 person team in Bay Shore, NY, overseeing daily operations of the Customer Contact Center and ensuring high-quality service. You will act as the subject matter expert for escalated issues and drive continuous improvement across the department.

The ideal candidate will coach staff, monitor KPIs, and collaborate with Sales, Operations, Credit, and Delivery to resolve complex inquiries, while maintaining exceptional customer

Qualifications

• Bachelor's degree or equivalent experience.
• 3–5 years in a high-volume, fast-paced customer contact center.
• 1–2 years in a Lead or Supervisor role.
• Excellent written and verbal communication skills.
• CRM experience with Salesforce preferred.
• Nice/CXOne or similar CX platform experience a plus.

Responsibilities

• Supervise a team of 10–15 customer care representatives to meet KPIs.
• Monitor dashboards and minimize customer wait times.
• Manage Salesforce queues and ensure timely resolution of inquiries.
• Provide coaching and conduct performance reviews for direct reports.
• Handle escalated customer issues and coordinate with cross-functional teams.
• Assist with timekeeping and scheduling in ADP Workforce Manager.

Skills

Leadership

Communication

Time management

Coaching

Education

Bachelor's Degree or equivalent experience

Tools

Salesforce

Nice/CXOne

ADP Workforce Manager

Job description

Star Group is seeking a Customer Service Supervisor to lead a 10–15 person team in Bay Shore, NY, overseeing daily operations of the Customer Contact Center and ensuring high-quality service. You will act as the subject matter expert for escalated issues and drive continuous improvement across the department.

The ideal candidate will coach staff, monitor KPIs, and collaborate with Sales, Operations, Credit, and Delivery to resolve complex inquiries, while maintaining exceptional customer