Customer Service Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer calls

• Address escalated calls and resolve customer concerns

• Generate daily, weekly, and monthly Call Center Performance Reports

• Produce daily, weekly, and monthly CSR Performance Summaries

• Identify low-performing employees and provide consistent coaching

• Oversee the call center activity board to track performance, after-call work times, breaks, and lunches

• Ensure adequate coverage for call center and dispatcher teams by adjusting breaks and lunches as necessary

• Review PTO requests from call center staff and submit for final approval

• Develop and implement employee action and corrective action plans as required

• Submit trouble tickets to the help desk when issues arise

• Communicate and assist with training on production-affecting changes

• Monitor email leads and assign them as they are received

• Conduct interviews for potential hires

• Assist with onboarding new hires as needed

• Evaluate and score inbound CSR calls, conduct side-by-side observations, and calibrate with call center leads

• Coach and develop employees based on performance deficiencies and provide action plans to enhance call performance and achieve departmental objectives

• Execute all other duties as assigned

⛳️ Requirements

• High School Diploma or GED

• At least 4 years of supervisory or management experience in a centralized call center environment

• Relevant experience and/or advanced training or any equivalent combination of experience in a similar field may also be acceptable

• Experience in coaching and developing employees

• Demonstrated positive leadership skills in working with leads and team members

• Capacity to operate in a high-volume environment while managing multiple projects simultaneously

• Experience in the home services industry is preferred

• Ability to multitask by performing phone and computer work concurrently

• Capability to type at least 40 words per minute

• Proficiency in Microsoft Office or Google Suite

• Ability to work in a fast-paced environment while maintaining organization

• Must be a U.S. Resident

🏝️ Benefits

• Remote work opportunity

• Medical, Dental, and Vision coverage

• 401k plan with 4% company matching

• Paid Time Off (PTO)

• Paid Holidays

• Paid Wellness Time

• Company-provided laptop, monitor, and headset