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)
Lasko Products, an industry leader in providing and manufacturing home environment products for over 100 years, is looking to add a Customer Service Supervisor to the team.
We are seeking an organized and experienced individual who thrives on providing excellent customer service and has the desire to assist in leading a winning team. The position of Customer Service Supervisor is responsible for providing professional and efficient service by assisting in departmental business across multiple business units utilizing omni-channel support to service our end consumers in every way possible. This position will assist in leading the staff to uphold the organizations brand and culture and will play a collaborative role with management in growing and implementing standards and processes. The role of this position will also help in overseeing the continued development, implementation, and continuity of a true omni-channel support environment across all organizational business units. The Customer Service Supervisor reports directly into the department manager.
This will be a hybrid position, working from our West Chester, PA office.
Essential Functions
• Work with management in overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
• Strategizing and monitoring daily activities of customer service operation.
• Assisting customer service staff with duties where required.
• Hire and train customer service staff to deliver best in class consumer service.
• Investigating and solving customer service complaints.
• Assisting the manager with development and implementation of policies and explaining these to staff and customers.
• Assisting with the part management process and overseeing daily transactions
• Conduct meeting with Manager to discuss about process improvements and issues.
• Maintain in-depth working knowledge of the company’s brands, systems, and processes.
• Directly handle contacts across all channels (phone, email, chat and social)
• Performing additional duties where needed
Competencies, Abilities and Educational Requirements
Certifications and Special Requirements
Strong proficiency in Microsoft Outlook and Office based applications. Zendesk experience preferred but not required. Previous ERP experience is preferred.
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