Customer Service Representative Supervisor
$55,000 - $65,000 / year
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Job Description
Hebron, KY
Salary: $55,000 - $65,000 based on experience
Key Responsibilities
• Team Leadership: Recruit, train, mentor, and evaluate customer service agents; delegate tasks and manage schedules.
• Customer Resolution: Handle complex or escalated customer complaints, issues, and major incidents that agents can't resolve.
• Process & Policy: Develop, implement, and enforce customer service standards, policies, and procedures.
• Performance Monitoring: Track key metrics (KPIs), analyze data, and report on customer satisfaction, identifying areas for improvement.
• Training & Development: Train agents on product knowledge, service scripts, software, and effective communication.
• Communication: Act as a liaison between agents, management, and customers, often using phone, email, or social media.
Essential Skills
• Strong leadership, interpersonal, and communication skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency with CRM software and office tools.
• Ability to work under pressure and manage difficult situations.
• Analytical skills to review data and drive process improvements.
VLSIJ
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.