Customer Service Supervisor

NetVendor•Tualatin, OR

14d

About The Position

The Customer Service Supervisor leads and develops a team of Customer Service Representatives (CSRs) and collaborates with peer supervisors to drive a high-performing, customer-focused service environment. This role is responsible for the day-to-day management of team performance, employee development, and operational excellence, while partnering with the Customer Service Manager on staffing, training, scheduling, and recognition initiatives.

Requirements

High School diploma or GED
2+ years of experience in a customer service supervisory or team lead role.
Demonstrated ability to lead, motivate, and develop a team in a fast-paced environment.
Strong communication, coaching, and conflict resolution skills.
Ability to analyze performance data and translate insights into actionable improvements

Nice To Haves

Proficiency with ticketing systems (e.g., Jira) and reporting tools
Experience with TIN/W-9 verification processes
Experience with NICE inContact or other similar contact center programs
Bilingual, fluent in both English and Spanish

Responsibilities

Directly manage a team of CSRs and collaborate with fellow supervisors to ensure consistent service standards across the department.
Hire, onboard, coach, counsel, and develop team members to maximize performance and engagement.
Conduct regular one-on-one meetings to review individual performance, address concerns, and set development goals.
Foster a positive, motivating work environment that empowers team members to perform at their best.
Address employee relations issues, disciplinary matters, and performance improvement plans in accordance with company policy.
Handle escalated supervisor calls, ensuring timely and effective resolution for customers.
Provide clear daily direction to the team so that all customer interactions are handled promptly, efficiently, and knowledgeably.
Continuously evaluate workflows and procedures, recommending improvements to enhance efficiency and the customer experience.
Generate and review weekly and monthly agent performance reports to identify trends and inform coaching priorities.
Run weekly reporting and monitor key operational metrics.
Create and manage Jira tickets to track and resolve system issues.
Oversee resolution of TIN Check failures (W-9) and TIN Verify discrepancies, coordinating with relevant teams as needed.
Partner with the Customer Service Manager on the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
Perform additional responsibilities as assigned to support departmental and organizational goals.