Customer Service Supervisor
Fellers•Southlake, TX
•Onsite
About The Position
The Customer Service Supervisor will be responsible for leading the customer service team to ensure the overall success and satisfaction of our customers. You will assist in building and nurturing customer relationships, driving customer adoption and retention, and maximizing customer lifetime value. Your focus will be on supporting the execution of customer success strategies, implementing best practices, and driving organizational alignment to achieve customer service objectives.
Requirements
- 5+ years in customer service, contact center experience a plus
- 2+ years of call center supervisor experience is a must
- Proven team building experience
- Strong customer relationship management and communication skills
- Proven ability to collaborate and influence cross-functional teams
- Results-oriented with a focus on customer satisfaction and business growth
- Strong organizational and project management skills
- Proficient with Microsoft Office Suite
Responsibilities
- Support scheduling and optimize workforce management to meet service level targets and ensure adequate coverage during peak periods
- Lead, mentor, and supervise a customer service team
- Provide ongoing coaching and feedback, and conduct performance evaluations
- Foster Team development through effective coaching, positive motivation, clear communication of objectives and ongoing skills/product training with regular informal and formal feedback sessions
- Provide guidance and support to team members in managing customer relationships and resolving escalations
- Assists in successful resolution of escalated customer issues
- Support the development of team members with a focus on maintaining and building customer relationships
- Utilize customer service metrics, goals, and key performance indicators (KPIs) to measure and track team and individual performance
- Assist in identifying opportunities for process improvement and drive initiatives to enhance the customer service function
- Collaborate with other departments, such as sales, marketing, operations and product, to align customer service efforts with overall company goals, driving employee development and mission alignment
- Additional responsibilities as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
