Operations Supervisor: Customer Success & Process Lead

Easy Ice Llc; Orlando (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Easy Ice is seeking an Operations Supervisor in Orlando, FL to oversee daily communications and task coordination across departments for efficient service delivery. You will manage inbound calls, triage issues, and provide preliminary diagnoses to expedite resolutions.

You will lead a team of direct reports, ensure adherence to company policies, and use Salesforce to document customer interactions and service activities. A focus on process improvements and strong teamwork is essential.

Qualifications

• 3-5 years of experience in a customer service role.
• Demonstrated track record of delivering highest level of customer satisfaction.
• Experience working with employees across multiple departments.

Responsibilities

• Supervise and guide team members to meet performance standards and goals.
• Answer inbound phone calls and route overflow to appropriate departments.
• Proactively manage customer expectations regarding timing and responsibilities for service delivery.
• Triages customer-reported issues and preliminarily diagnoses service complaints over the phone.
• Build strong relationships with internal departments, regional service partners and local technicians.
• Update customer information in Salesforce with detailed notes and ensure service work is completed to Easy Ice standards.

Skills

Customer service

Communication

Team leadership

Cross-department coordination

Multiline phone systems

Problem solving

Education

High school diploma

Business administration degree preferred

Tools

Salesforce

Job description

Easy Ice is seeking an Operations Supervisor in Orlando, FL to oversee daily communications and task coordination across departments for efficient service delivery. You will manage inbound calls, triage issues, and provide preliminary diagnoses to expedite resolutions.

You will lead a team of direct reports, ensure adherence to company policies, and use Salesforce to document customer interactions and service activities. A focus on process improvements and strong teamwork is essential.