Customer Service Supervisor

1. Supervise and lead a team of customer service representatives, providing guidance, support, and coaching to ensure team success.
2. Monitor and evaluate customer service performance metrics, including call quality, response times, and customer satisfaction scores.
3. Develop and implement training programs to enhance the skills and knowledge of customer service representatives.
4. Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
5. Collaborate with other departments, such as sales, marketing, and operations, to improve overall customer experience and service delivery.
6. Analyze customer feedback and data to identify trends and opportunities for improvement.
7. Maintain a positive and professional work environment, fostering teamwork and collaboration among team members.
8. Create and maintain documentation of customer service processes, procedures, and best practices.
9. Stay informed about industry trends, best practices, and emerging technologies to continuously improve customer service operations.
10. Perform other duties and responsibilities as assigned by management.

Bachelor's degree in business administration, marketing, or related field preferred.
- Proven experience in a customer service supervisory role, with a track record of successfully leading and developing teams.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
- Strong problem-solving and decision-making abilities, with a focus on providing solutions and driving results.
- Knowledge of customer service software, such as CRM systems, and proficiency in Microsoft Office Suite.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Commitment to delivering exceptional service and exceeding customer expectations.
- Flexibility to work evenings, weekends, and holidays as needed.

Competitive salary
- Health, dental, and vision insurance
- Retirement savings plan
- Paid time off and holidays
- Professional development opportunities
- Employee discounts
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