Operations Customer Service Supervisor (Tucker, GA)

The Operations Customer Service Supervisor will oversee and assist customer service

employees in the performance of their job duties, such as responding to customer inquiries and

resolving issues or complaints.

Hires entry-level customer service employees.

Train new employees in the companys customer service policies, procedures, and best

practices.

Organizes and oversees the schedules and work of assigned staff.

Conducts performance evaluations that are timely and constructive.

Handles discipline and termination of employees as needed and by

company policy.

Duties and Responsibilities

Manages a team of assigned customer service representatives and ensures they comply

with company guidelines related to service quality.

Monitors or reviews calls or other correspondence between representatives and

customers.

Ensures that representatives are informed about changes to company products and

services.

Collects data and prepares reports on customer complaints and inquiries.

Prepares monthly reports summarizing the assigned customer service teams

performance.

Prepares knowledge-based documents such as summaries and responses to frequently

asked questions.

Identifies opportunities to update or improve customer service procedures and recommends

to the Director of Customer Service or other appropriate staff.

Assists with budget preparation for the Customer Service department.

Performs other related duties as assigned.

Required Skills/Abilities:

Excellent management and supervisory skills.

Excellent verbal and written communication skills.

Extensive knowledge of customer service procedures and principles.

Organized with attention to detail.

Ability to resolve customer complaints and issues while maintaining a professional and

calm demeanor.

Ability to coach and mentor customer service representatives.

Proficient in Microsoft Office Suite or related software.

Education and Experience

Bachelors degree preferred.

At least three years of customer service experience required.

Previous experience in a supervisory role preferred.

by Jobble