Customer Service Supervisor

Customer Service Supervisor

Lead, coach, and develop Customer Service Agents to ensure exceptional service delivery and achievement of team performance goals.

Conduct regular 1 : 1s, performance feedback, coaching sessions, and team huddles to drive engagement and development.

Monitor team performance metrics and take proactive steps to support improvement.

Manage call queue and scheduling needs to ensure proper coverage and service level achievement.

Approve and maintain all timecards and scheduling for Customer Service Agents, including PTO requests and staffing shifts.

Support recruiting, onboarding, and ongoing training to build a high-performing team.

Serve as the escalation point for complex homeowner concerns, resolving issues with professionalism and empathy.

Oversee timely processing of refunds, deposits, and payment plans to ensure accurate and efficient service.

Coach and support Customer Service Agents in decision-making including fee waiver requests and troubleshooting assistance.

Participate in call handling during peak times, staff shortages, or escalations.

Foster a positive, collaborative, and customer-focused culture aligned with company values.

Identify opportunities to streamline call center processes and improve the homeowner experience.

Assist homeowners visiting the office for support when needed.

Perform additional duties as assigned to support department success.

Strong leadership and coaching skills with proven ability to motivate and develop a team.

Experience supervising in a high-volume call center environment.

Ability to analyze call center performance metrics and drive results.

Demonstrated customer service excellence and conflict de-escalation skills.

Effective decision-making and problem-solving skills.

Strong communication and interpersonal skills with a professional and polished presence.

Ability to multitask and manage competing priorities in a fast-paced environment.

Team-first mindset with commitment to supporting and developing others.

Positive, solution-oriented approach and willingness to lead by example.

High school diploma or GED required; college coursework preferred.

Two (2) years of full-time professional customer service experience.

One (1) year of experience leading or supervising employees in a call center environment (or demonstrated experience serving as a lead / mentor with measurable results).

Primarily sitting at work station utilizing a computer in an office setting.