Customer Service Team Lead - Coaching, Metrics & Impact

Automatic Data Processing, Inc.; Lebanon (TN); On-site; USD 45,000 - 65,000; Full time

Job summary

The Customer Service Supervisor at Automatic Data Processing, Inc. in Lebanon, TN leads and mentors the customer service team to deliver consistent, high-quality support across channels.

You will oversee daily operations, handle escalated issues, coach teammates, and analyze service metrics to identify trends and implement improvements that boost satisfaction and efficiency. This role requires a strong foundation in customer service principles, proficiency with CRM tools, and the ability to

Qualifications

• Minimum 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.

Skills

Customer service principles

Communication skills

Coaching

Performance feedback

Education

High school diploma or equivalent

Associate or Bachelor’s degree preferred

Bachelor’s degree in Business Administration/ Communications or related field

Tools

Salesforce

Zendesk

CRM software

Job description

The Customer Service Supervisor at Automatic Data Processing, Inc. in Lebanon, TN leads and mentors the customer service team to deliver consistent, high-quality support across channels.

You will oversee daily operations, handle escalated issues, coach teammates, and analyze service metrics to identify trends and implement improvements that boost satisfaction and efficiency. This role requires a strong foundation in customer service principles, proficiency with CRM tools, and the ability to