Supervisor

Job Summary: We are seeking an experienced Supervisor for our Customer Service Operations team. The ideal candidate will oversee and manage both technical and non-technical customer support functions, ensuring that customer needs are met with efficiency and professionalism. This role encompasses remote customer service, including phone, online chat, and text-based support, as well as in-person service operations in distribution centers or walk-in service facilities. The supervisor will be responsible for managing a team of customer service representatives, ensuring high-quality service delivery and process improvement across all customer touchpoints.
Key Responsibilities:
Team Supervision & Leadership:

Oversee the daily activities of a team of customer service representatives, ensuring effective response to both high-volume, low-complexity inquiries and lower-volume, higher-complexity inquiries.
Provide mentorship and guidance to less experienced team members, promoting professional growth and excellence in customer service.
Manage employee performance, conduct regular evaluations, and address any challenges to improve team effectiveness.
Customer Service Operations:

Ensure the provision of excellent customer service in a remote support environment, handling phone, chat, or text inquiries and resolving issues in a timely manner.
Supervise customer service activities within distribution centers, repair centers, or walk-in customer service facilities, acting as the liaison between customers, production, and distribution departments to resolve issues related to specific customer orders.
Monitor and evaluate customer service quality, ensuring adherence to company standards and best practices.
Problem Resolution & Escalation:

Analyze and resolve complex customer issues that require advanced technical or non-technical support, providing solutions that maintain customer satisfaction.
Lead and support escalated customer issues, ensuring they are handled efficiently and professionally, and follow up to ensure resolution.
Process Improvement & Efficiency:

Continuously evaluate and suggest improvements to customer service processes, workflows, and policies to enhance operational efficiency and customer satisfaction.
Ensure that both remote and distribution center teams are equipped with the necessary resources and tools to provide optimal service.
Reporting & Documentation:

Track and report on key performance indicators (KPIs), providing regular updates to management on team performance and customer satisfaction metrics.
Maintain clear and accurate documentation of customer service activities and resolutions.
Qualifications:
Experience:

Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory capacity.
Experience in remote customer service (phone, chat, text) and/or in-person customer service (distribution center, repair center, walk-in service) is preferred.
Skills & Competencies:

Strong problem-solving and analytical skills, with the ability to address complex customer issues effectively.
Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
Ability to handle a high volume of inquiries while maintaining quality service.
Strong organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.
Education:

High school diploma or equivalent required; Bachelor's degree preferred.
Additional Information:
This position does not include sales targets or commission-based compensation. The focus is on providing high-quality customer service and operational excellence.