Customer Service Supervisor
About The Position
The Customer Connections Supervisor provides day-to-day leadership, coaching, and support for the Customer Connections team. The role develops employees, oversees the resolution of complex customer and dealer concerns, and ensures the team consistently delivers a high-quality customer experience. The Supervisor works with cross-functional partners and department leadership to support operational excellence, employee engagement, and continuous improvement initiatives. The position leads and develops Customer Connections Coordinators, monitors performance and operational metrics, handles escalated concerns, and supports onboarding, training, and process improvements. It also partners with teams across the organization to strengthen employee knowledge, collaboration, customer advocacy, and service delivery.
Requirements
- Bachelor's degree or equivalent combination of education and relevant work experience.
- At least 3 years of experience in customer service, customer relations, contact center, dealership support, warranty operations, or a related customer-facing environment.
- At least 1 year of experience leading, coaching, mentoring, or supervising employees.
- Experience handling complex customer concerns, escalations, and issue resolution.
- Strong interpersonal, communication, and relationship-building skills, including the ability to collaborate across departments.
- Experience using customer service metrics, quality monitoring, and performance data to support team performance.
- Proficiency with Microsoft Office, including Excel, PowerPoint, and Outlook.
- Ability to prioritize competing responsibilities and adapt in a fast-paced environment.
Nice To Haves
- Previous supervisory experience in an automotive, manufacturing, dealership, warranty, or customer experience environment.
- Experience supporting customer advocacy, dealership relations, or warranty-related operations.
- Experience developing or delivering employee training, onboarding, or coaching programs.
- Knowledge of customer experience best practices and continuous improvement methodologies.
- Experience analyzing customer feedback and operational trends to identify improvement opportunities.
- Familiarity with customer relationship management systems and contact center technologies.
- Experience working with cross-functional teams such as Warranty, Product Quality, Service Operations, Dealer Development, Legal, or Field Operations.
- Demonstrated ability to lead projects, process improvements, or change initiatives.
Responsibilities
- Lead, coach, and develop Customer Connections Coordinators, fostering accountability, collaboration, and customer advocacy.
- Monitor team performance and operational metrics and provide coaching and feedback to improve customer satisfaction and service quality.
- Oversee resolution of complex customer concerns, dealership escalations, and warranty-related issues.
- Conduct performance reviews, quality monitoring, and regular one-on-one meetings to support employee development and engagement.
- Partner with Warranty, Service, Parts, Product Quality, Connected Services, Legal, Field Operations, and Dealer Development to develop and deliver cross-functional training.
- Analyze customer feedback and operational trends to identify process improvements and opportunities to enhance service delivery.
- Support onboarding, training, and development for new and existing team members.
- Assist with implementation of new departmental programs, systems, policies, and processes.
- Support departmental goals and continuous improvement initiatives through effective execution and collaboration.
- Promote a positive, inclusive, and high-performing team environment.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision coverage.
- Discounted employee lease car program, including insurance, maintenance, and registration fees, with no down payment or credit check required.
- 401(k) with company match and annual contributions based on years of service.
- Professional development opportunities, including training, tuition reimbursement, and employee resource groups.
- Up to 30 days of paid time off, including holidays, vacation, and other leave options.
- Comprehensive benefits package including financial and other perks and benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
