Customer Service Supervisor jobs in Maryland

Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Help Desk Supervisor
  • Customer Value Partners, Inc
  • Rockville, MD FULL_TIME
  • Overview

    CVP is seeking a Help Desk Supervisor to join our growing team. The Help Desk Supervisor is responsible for the leadership, mentorship, and management of the NCI IT Helpdesk technicians. Queue management, ticket triage and routing to appropriate groups based on process flows. Fosters a collaborative environment, emphasizing the value of collective effort. Leads by example in promoting team cohesion, ensuring every team member feels valued and heard. Oversee the creation, maintenance, and regular updating of documentation related to support processes, technical troubleshooting, and FAQs. Handle escalated customer issues, ensuring swift resolution and customer satisfaction. 

    Responsibilities

    • Direct supervision of the Helpdesk Support Team, including scheduling, training, and performance evaluation. 
    • Experience supervising remote employees 
    • Provide expert-level technical support alongside the team, diving into complex issues and delivering solutions. 
    • Ensure the team adheres to ITIL best practices in all aspects of incident, problem, and change management. 
    • Develop and maintain a comprehensive knowledge base, encouraging the team's reliance on self-service and shared expertise. 
    • Monitor customer interactions and elevate the quality of service by providing feedback and coaching. 
    • Conduct regular team meetings to review open issues, discuss new procedures, and provide ongoing training. 
    • Collaborate with IT management to align support services with business objectives and customer needs. 
    • Analyze performance data to identify trends, service gaps, and opportunities for improvement. 

    Qualifications

    • BS/BA with 6 years of experience  
    • Substantial technical knowledge, with proficiency in network diagnostics, and both PC and Mac operating systems. 
    • Proven experience in a supervisory or lead role within a technical support environment. 
    • Strong problem-solving and analytical skills, with the ability to think strategically and implement solutions in a fast-paced environment. 
    • Train, mentor, and evaluate the performance of the Agents. 
    • Exceptional communication skills, adept at interacting with both technical teams and end users. 
    • Demonstrated commitment to customer service, with a track record of leading teams to achieve excellence in service delivery. 
    • Flexibility to work various shifts, including evenings, weekends, and be on call, as required. 
    • ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining) 
    • Experience with Service Now 
    • Required Certifications (one or more of the following): CompTIA A ; Apple Certified Support Professional (ACSP); ITIL 4 (or ability to obtain ITIL4 certification within 3 months of joining) 
    • 6 Years experience with Windows and/or MAC troubleshooting 
    • 6 Years experience with mobile device troubleshooting with iPhone, iPad, and Android 
    • 6 years’ experience working with customers either face to face or remote setting. 
    • Knowledge/experience with IT Ticket Management Software.  
    • Knowledge/experience with RMM Tools. Knowledge/experience with IT Documentation Tools 

    Desired Qualifications 

    • Desired Certifications: HDI-DSM; HDI-SCTL; HDI-SCM; Certified associate in project management (CAPM), or other industry-recognized certifications 
    • Federal customer experience supporting HHS, preferably NIH desired. 

     

    About CVP

     

    CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation and build a healthy, safe, and equitable world—a future we call What’s Next. 

     

    What do we do? We do work that matters like advancing mental and behavioral health, streamlining immigration, and improving access and outcomes for underserved populations including Veterans, people experiencing homelessness, and rural American residents.  

     

    How do we do it? Our team of industry experts deliver integrated, innovative solutions in Healthcare Research & Technology, Digital Transformation, Data Science, Cybersecurity, Marketing Communications & Change Management, and Strategy & Transformation. 

     

    Why do we do it? Our core values define the CVP culture, guide our decisions, and enable our client-focused mission. We’re relentlessly focused on making a difference and building What’s Next for our clients and their customers. 

     

    We believe diversity, equity, and inclusion are essential components of our individual and collective success, and our commitment to hiring and supporting Veterans has earned us three HIRE Vets gold medallions. Join us to start or advance your career with a mission-focused firm transforming healthcare, enhancing security, and making government work better. 

     

    Customer Value Partners, LLC is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities. 

  • 2 Months Ago

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Customer Service Supervisor
  • TransCore
  • MD, MD FULL_TIME
  • Customer Service Supervisor Job Category : Customer Support Requisition Number : CUSTO10199 Showing 1 location Job Details Description TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE :...
  • 19 Days Ago

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Customer Service Supervisor
  • Altumint
  • Lanham, MD FULL_TIME
  • Overview We are seeking an experienced and highly motivated Customer Service Supervisor to join our team. As a Customer Service Supervisor, you will play a crucial role in ensuring exceptional custome...
  • 21 Days Ago

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Customer Service Supervisor
  • ORS Partners
  • Lanham, MD FULL_TIME
  • Overview We are seeking an experienced and highly motivated Customer Service Supervisor to join our team. As a Customer Service Supervisor, you will play a crucial role in ensuring exceptional custome...
  • 21 Days Ago

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Customer Service Supervisor
  • Brody Brothers Pest Control
  • Owings Mills, MD FULL_TIME
  • Job Description: Brody Brothers is hiring a Customer Service Supervisor (CSR Team Lead) for our Owings Mills office. If you have a calm demeanor, prior call-center supervisory experience, and thrive i...
  • 6 Days Ago

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Customer Service Supervisor
  • Reeb Millwork of Maryland LLC
  • Barclay, MD FULL_TIME
  • Specialty Building Products is a people first organization. Reeb® is an SBP Brand. You may be wondering, why should I join Specialty Building Products? We live our Core Values and they reflect what we...
  • 10 Days Ago

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Customer Service Supervisor
  • Myrgv
  • Mcallen, TX
  • **Customer Service Supervisor** Jobs PositionCustomer Service Supervisor Position Type:Full-Time Regular Job Location:Mc...
  • 3/28/2024 12:00:00 AM

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Customer Service Supervisor
  • Floor & Decor
  • Columbia, SC
  • ** Customer Service Supervisor** * Columbia, South Carolina, 29210 PURPOSE This position is responsible for the creative...
  • 3/28/2024 12:00:00 AM

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Customer Service Supervisor
  • GEODIS Group
  • Littleton, CO
  • ** Customer Service Supervisor** **Job Category****:** Operations **Requisition Number****:** CUSTO023102 Showing 1 loca...
  • 3/28/2024 12:00:00 AM

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Customer Service Supervisor
  • Floor & Decor
  • Bakersfield, CA
  • ** Customer Service Supervisor** * Bakersfield, California, 93307 PURPOSE This position is responsible for the creative ...
  • 3/27/2024 12:00:00 AM

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Customer Service Supervisor
  • Floor & Decor Holdings, Inc.
  • Danbury, CT
  • Pay Range $16.00 - $23.60 PURPOSE This position is responsible for the creative workflow process for cashiering, handlin...
  • 3/25/2024 12:00:00 AM

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Customer Service Supervisor
  • Vertilux
  • Santa Fe Springs, CA
  • Job Description Job Description General Objective The key purpose of this position is to supervise and perform Customer ...
  • 3/24/2024 12:00:00 AM

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Customer Service Supervisor
  • LifeStation
  • Union, NJ
  • LifeStation is an innovative direct-to-consumer technology company. Our products and services transform the lives of sen...
  • 3/24/2024 12:00:00 AM

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Customer Service Supervisor
  • Carrington Holding Company
  • Brentwood, TN
  • Oversee a unit within the Customer Service Department and monitor associate workload and performance to ensure consisten...
  • 3/24/2024 12:00:00 AM

Maryland (US: /ˈmɛrələnd/ (listen) MERR-əl-ənd) is a state in the Mid-Atlantic region of the United States, bordering Virginia, West Virginia, and the District of Columbia to its south and west; Pennsylvania to its north; and Delaware to its east. The state's largest city is Baltimore, and its capital is Annapolis. Among its occasional nicknames are Old Line State, the Free State, and the Chesapeake Bay State. It is named after the English queen Henrietta Maria, known in England as Queen Mary. Sixteen of Maryland's twenty-three counties border the tidal waters of the Chesapeake Bay estuary and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Service Supervisor jobs
$71,849 to $95,999

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