Customer Service Supervisor

Ferrovial•Manassas, VA

1d•Onsite

About The Position

The Customer Service Supervisor ensures efficient customer service operations by maintaining service levels, monitoring agent performance, and overseeing escalations. They provide support for payment solutions, court-related inquiries, and high-balance accounts, while also managing research and resolution efforts. Key responsibilities include QA reviews, coaching, reporting, training updates, and operational coordination. They play a critical role in maintaining service quality, process adherence, and team performance through structured goal setting and collaboration.

Requirements

High school diploma or equivalent (associate or bachelor’s degree preferred)
2+ years of experience in customer service, collections, or related field
Strong verbal and written communication skills
Ability to multitask and manage time effectively in a fast-paced environment
Proficiency in using CRM systems and call center software
Strong problem-solving and conflict-resolution skills
Experience with payment processing or financial services
Familiarity with court-related customer service processes
Knowledge of S.M.A.R.T. goal setting and performance tracking

Nice To Haves

Bilingual (Spanish/English) is a plus

Responsibilities

Conduct quality assurance for agents, including call and case management reviews
Establish and monitor agent and team performance goals
Provide support and guidance to payment solution customers (Option 2 assistance)
Assist court customers with Option 2 services
Manage and oversee payment plans for customers
Handle payment solutions for accounts with high balances
Support research and resolution agents with complex cases
Conduct monthly one-on-one sessions with research and resolution agents
Prepare and deliver monthly and weekly reports for customer service, payment solutions, research and resolution, and court matters
Handle second-tier escalations to resolve complex customer issues
Participate in quality calibration sessions to ensure consistency in service standards
Communicate and implement training updates to the team
Facilitate regular coordination between leads and supervisors
Attend Operations & Maintenance meetings for ticket updates and rollouts
Manage team communications through dedicated chat platforms
Enforce adherence to documented procedures and matrices
Oversee lockbox management and reconciliation processes
Collaborate with agents and research and resolution leads to set performance goals