Customer Service Supervisor

Goodheart-Willcox Publishers•Tinley Park, IL

12d•$60,000 - $70,000•Onsite

About The Position

Goodheart-Willcox Publisher, Experts in Career and Technical Education, is seeking a Customer Service Supervisor to join our growing company! This position will be responsible for managing the workflow, providing guidance and support to customer service specialists, and overseeing the day-to-day operations of the customer service team. This is a full-time, on-site position in our Tinley Park, Illinois office. Our compensation is market based and takes into account a variety of factors including the candidate’s skill set, experience level, internal equity, and location. For this position, we anticipate the starting salary falling between $60,000 and $70,000 per year. In addition, the company makes a 10% contribution to the Employee Stock Ownership Plan and a 4% matching contribution to the 401(k). Goodheart-Willcox Publisher is an employee-owned company driven by our mission, “We Build Careers.” G-W has spent over a century building a culture that we are proud of and is centered around our Core Values of Do the Right Thing, Can-do Attitude, Roll Up Your Sleeves, Always Improving, and Collaborative Spirit. When you join our team, you will experience an environment of collaboration, empowerment, and respect. G-W prioritizes the health and well-being of our employees by offering carefully selected benefits and retirement options.

Requirements

Bachelor’s degree in business administration or related field required.
Minimum 4 years of customer service experience required.
Minimum 1 year experience in a supervisory role required.
Computer keyboarding skills are required.
Proficiency with Microsoft Word, Outlook, Excel, and Windows operating systems is required.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to communicate effectively in order to work with other employees, customers, and staff at all levels.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.

Responsibilities

Provide day‑to‑day supervision and guidance to Customer Service Specialists.
Assign, monitor, and prioritize work to meet service level expectations.
Serve as first point of escalation for employee questions.
Monitor and evaluate performance of team members using established metrics; provide ongoing coaching, feedback, and input into performance evaluations and corrective action when necessary.
Provide increased support during seasonal peak periods by helping manage higher call volumes and ensuring timely processing of elevated order demand.
Assist with onboarding and training of new team members.
Manage escalated customer complaints and complex service issues, ensuring timely and professional resolutions aligned with company standards.
Plan and oversee staffing and scheduling to ensure appropriate coverage during peak times, managing time-off requests and shift assignments.
Collaborate with other departments, such as sales, marketing, accounting, and warehouse, to address customer feedback, resolve issues, and improve the overall customer experience.
Manage customer service databases and software tools, ensuring that the team is using them efficiently and effectively.