Customer Service Supervisor
virtual vocationsNew York, NY
Customer Service Supervisor
Occupations
First-Line Supervisors of Personal Service WorkersFirst-Line Supervisors of Office and Administrative Support WorkersFirst-Line Supervisors of Passenger AttendantsIndustries
Telemarketing Bureaus and Other Contact CentersAll Other Insurance Related ActivitiesInsurance Agencies and BrokeragesAbout the role
Leading the day-to-day operations of the Customer Care team, the full-time Customer Service Supervisor will ensure high-quality customer experiences, manage escalated concerns, and drive team performance while working in a hybrid environment.
Key responsibilities:
Leads, coaches, and develops Customer Care Representatives and Specialists, establishing performance expectations and promoting a customer-focused culture
Ensures exceptional customer experiences by serving as the escalation point for complex issues and coordinating resources during high-priority situations
Monitors daily workload and service levels, reviews customer trends, and implements process improvements based on feedback and operational insightsRequired qualificationsBachelor's degree in Business, Communications, Management, or related field preferred; Associate's degree with 4 years of relevant experience or High School Diploma/GED with equivalent customer service experience required
4+ years of customer service or related experience, with at least 2 years in a leadership or supervisory role
Experience in handling escalated customer concerns and complex issue resolution
Proficiency in using CRM, case management, and performance reporting tools
Strong analytical and problem-solving skills
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JOB OVERVIEW
Experience level
Mid
Location
New York, NY
Occupation
First-Line Supervisors of Personal Service Workers
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
2 days ago
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