Customer Service Supervisor

Job Description

Job Description

Position Summary

The Customer Service Supervisor is responsible for overseeing day-to-day operations of the customer service team to ensure exceptional service delivery. This role combines leadership, operational oversight, and performance management to create a customer-centric environment that drives satisfaction, loyalty, and efficiency. This position requires a high degree of independent judgment in guiding staff, resolving escalated matters, and making sound operational decisions in alignment with organizational policies and objectives. The Supervisor will coach, mentor, and develop team members while fostering collaboration and accountability across the department.

Essential Duties and Responsibilities

Leadership & Team Management

• Supervise, coach, and support a team of customer service representatives to meet individual team, and organizational performance goals.
• Provide regular feedback through one-on-one meetings, coaching sessions, and performance evaluations.
• Foster a positive, motivating, and professional team culture that prioritizes customer satisfaction and employee engagement.
• Oversee payroll, team schedules, workload distribution, and attendance to maintain service coverage and meet demand.
• Work closely with other Customer Service supervisors and management team members to provide guidance, share best practices, and support all team members within the department.

Customer Service Operations

Collaboration & Development

Process Improvement & Reporting

General Responsibilities

Formal Education and Work Experience Requirements

Degree / Diploma Obtained : High School Diploma / GED Field of Study : General Studies

Work Experience Time Frame : Three Years or More

Other : - Bilingual in Spanish is a plus. Three years of experience in customer service relations, preferably in utilities.

Other Minimum Qualifications

Strong time management, flexibility, attention to detail, personal initiative, and ability to work effectively under extreme deadlines and changing priorities without close supervision

Other Software Knowledge

Harris NorthStar (CIS system) including mCare, Fixed Network, Meter Sense, Silver Springs, Customer Connect, Invoice Cloud (3rd party payment processor), ADP ezLabor (payroll), DataProse (outsourced bill mailer), Scanner, Laserfiche (electronic document storage), Online Utility Exchange (Identification verification), Cognos Reporting, Milsoft IVR, Ring Central and Microsoft Office Suite.

Experience with Machines, Tools, Equipment and Other Work Aids

Personal Computer, Copier, Fax Machine, Scanner, Printer, Receipt Printers, Calculator, Telephone