Customer Service Team Lead: Training & Support

Smart Care Equipment Solutions; Fishers (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

Smart Care is seeking a Customer Service Supervisor in Fishers, IN to lead a team of Customer Service Agents supporting field customers. You will provide work direction, training, and ongoing support to ensure professional, high-quality assistance and timely resolutions.

You will evaluate performance, conduct annual reviews, coach staff, and participate in special projects while maintaining strong knowledge of our systems and programs to drive service excellence.

Qualifications

• 2+ years' experience in Customer Service or equivalent level order entry/order processing experience.
• Experience supervising a team or coordinating workforce is preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Provides work direction and supervision to team members and is the first point of contact for assistance with challenging situations
• Monitors the performance of team members and provides coaching to ensure daily and monthly objectives are achieved
• Actively seeks to improve our current dispatch practices
• Reviews and revises metrics and objectives as needed
• Addresses and resolves issues raised by internal and external customers on an ongoing basis
• Conducts new associate training and provides ongoing training
• Writes and delivers annual performance appraisals
• Participates in special projects as assigned

Skills

Customer Service

Team Supervision

Coaching

Education

Bachelor's degree

Tools

MS Office

Job description

Smart Care is seeking a Customer Service Supervisor in Fishers, IN to lead a team of Customer Service Agents supporting field customers. You will provide work direction, training, and ongoing support to ensure professional, high-quality assistance and timely resolutions.

You will evaluate performance, conduct annual reviews, coach staff, and participate in special projects while maintaining strong knowledge of our systems and programs to drive service excellence.