Customer Service Supervisor (Water) - Lenoir City, TN
About The Position
The Supervisor Customer Service is responsible for supervising daily customer service operations, handling escalated customer inquiries and issues, ensuring that service quality meets established standards, and supervising and coaching customer service staff. This role involves maintaining high levels of customer satisfaction, monitoring KPIs, and implementing improvements to enhance the customer service experience. The Supervisor Customer Service will also collaborate with other departments to address customer concerns and contribute to the development of customer service policies and procedures.
Requirements
- 3-6 years of prior customer service experience (required)
- SAP Experience (required)
- Excellent computer skills and experience with Microsoft Office - Outlook, Word, Excel, and PowerPoint (required)
- Strong leadership skills/qualities (required)
- Associate’s Degree or equivalent
- Excellent communication (verbal and written) skills
- Demonstrated ability to manage time achieve customer service goals and meet assigned deadlines
- Proven time management skills: ability to prioritize and complete multiple tasks effectively
- Critical thinking and problem-solving skills.
- Ability to challenge team members in providing exceptional support to both external and internal customers.
Responsibilities
- Supervising and leading a team of customer service representatives, providing guidance, support, and feedback to ensure they meet performance standards and objectives.
- Overseeing daily customer service operations, including scheduling, ensuring adequate staffing levels, and managing work distribution to maintain efficient service.
- Assisting in resolving challenging customer issues and disputes, working closely with team members, cross-functional groups and higher-level management when necessary.
- Partnering with manager to create, document and implement procedures for department.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Coordinating activities with other internal departments to meet customer needs.
- Utilizing customer service software and tools to optimize service operations and improve customer interactions.
- Tracking and reporting KPIs.
- Monitoring and enforcing adherence to customer service quality standards, policies, and procedures.
- Conducting regular quality assessments of customer interactions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
