Customer Service Call Center Supervisor

Job Description

Job Description

Position : Customer Service Call Center Supervisor

Reports To : Customer Satisfaction Manager

FLSA Status : Exempt

Job Purpose Summary

The Customer Service Call Center Supervisor oversees the daily operations of Agren’s Service Call Center. This position supervises a team of Customer Service Representatives who handle all incoming customer communications related to appliance service and repair, including phone calls, emails, texts, and online submissions. The Supervisor ensures that each interaction is handled efficiently, accurately, and with professionalism. This role supports the Customer Satisfaction Manager by monitoring performance, providing coaching and guidance, and maintaining adherence to service policies and standards. The Customer Service Call Center Supervisor works closely with Dispatch, Parts, and Service Technicians to ensure clear communication and timely resolution of customer needs.

Key Responsibilities and Accountabilities

• Supervise and support the Customer Service team in handling customer inquiries, service scheduling, and warranty-related calls.
• Monitor daily call center operations, including response times, call volume, and overall team performance.
• Ensure representatives follow established procedures, scripts, and service standards for professionalism and accuracy.
• Handle escalated customer concerns and work with the Customer Satisfaction Manager to resolve complex issues.
• Assist in onboarding and training new Customer Service Representatives, reinforcing service policies and best practices.
• Conduct routine quality checks and performance feedback sessions with team members.
• Track and report call center metrics such as response time, abandonment rate, and customer satisfaction scores (CSAT) to the Customer Satisfaction Manager.
• Coordinate with Dispatch, Parts, and Service Technicians to ensure accurate scheduling and timely updates for customers.
• Support staffing schedules, approve time-off requests, and manage coverage to maintain responsiveness.
• Identify process or communication issues that affect service quality and suggest improvements to management.
• Collaborate with other departments, including Sales, Warehouse, and Delivery, when service issues involve recent installations or deliveries.

Skills and Competencies

Qualifications

Physical Requirements

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.