CUSTOMER SERVICE SUPERVISOR

Wonder Porcelain Group • Lebanon, TN

3d

About The Position

The Customer Service Supervisor leads and manages the customer service team to ensure exceptional customer experiences. The role oversees daily operations, resolves escalated customer issues, and maintains service quality standards. The supervisor coaches, trains, and provides performance feedback to team members to support their professional growth and improve service delivery. The position also analyzes customer service metrics, identifies trends, and implements process improvements to enhance efficiency and customer satisfaction. The supervisor helps the team meet organizational goals and promotes a positive, productive work environment in Lebanon, Tennessee.

Requirements

• High school diploma or equivalent.
• At least 3 years of experience in a customer service role, including at least 1 year in a supervisory or leadership position.
• Strong understanding of customer service principles and practices.
• Proficiency with customer service software, databases, and tools.
• Excellent communication and interpersonal skills.

Nice To Haves

• Associate’s or Bachelor’s degree.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience working in a fast-paced retail or call center environment.
• Familiarity with CRM systems such as Salesforce or Zendesk.
• Demonstrated ability to lead and motivate a diverse team.
• Conflict resolution and problem-solving certification or training.

Responsibilities

• Supervise and support the customer service team to ensure timely and accurate resolution of customer inquiries and complaints.
• Monitor team performance metrics and provide regular feedback and coaching to improve individual and team outcomes.
• Handle escalated customer issues professionally and empathetically, ensuring satisfactory resolutions.
• Coordinate with other departments to address customer needs and streamline service processes.
• Conduct training sessions and onboard new team members to maintain high service standards.
• Prepare and present customer service performance reports and suggest actionable improvements.
• Maintain current knowledge of company products, services, and policies to assist the team effectively.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED