Customer Service Supervisor (M-F 7:00a - 330p)

DSV • Bridgeport, CT

2d • Onsite

About The Position

DSV is seeking a Customer Service Supervisor to coordinate the activities of various service agents providing customer support. This role involves supervising and developing a team of customer service agents, specialists, and coordinators, motivating them to achieve world-class performance. The supervisor will handle customer complaints, manage client protocols, audit and resolve customer service issues, and contribute to staffing adjustments based on data and trends. They will also monitor agent productivity, call hold times, and adherence to company policies, providing feedback and coaching. Additionally, the supervisor will determine work procedures, prepare schedules, expedite workflow, and ensure a safe working environment. This role includes selecting and training staff, defining job assignments, and managing performance to meet organizational objectives.

Requirements

• Exceptional interpersonal and analytical skills required.
• 0-2 years of related supervisory experience.
• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Nice To Haves

• Bachelor’s degree or equivalent strongly preferred.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and supervise a world-class customer service team.
• Answer questions about services.
• Key information into computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOP’s.
• Audit, research, report, and resolve customer service issues.
• Assist with maintaining database regarding call volumes and staffing.
• Suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data.
• Monitor productivity of agents and generates reports.
• Monitor ACD data to monitor the length of time customers remain on hold.
• Assist with corrective action to reduce hold time and increase customer satisfaction.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards.
• Check departments work accuracy for errors.
• Provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepares work schedules, and expedites workflow.
• Study and standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments.
• Manage performance to ensure required levels of productivity and achievement of organizational objectives.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree