Supervisor, Customer Service
$54,000–$54,000 year
On-siteGreeneville, Tennessee, United States
Job Summary
Provide daily leadership, direction, and support to a team of Customer Service Representatives, ensuring consistent execution of service standards and operational processes. Manage staffing, scheduling, attendance, and real-time workload allocation to maintain service levels across phone, email, and chat channels. Conduct performance reviews, ongoing coaching sessions, and recruit new hires to build a high-performing team. Serve as a senior escalation point for high-level customer or carrier issues, performing in-depth research and coordinating cross-functionally to drive resolution. Monitor key performance metrics, call quality, and team productivity, identifying trends and implementing actions to improve performance. Maintain and update SOPs, knowledge articles, and process documentation to ensure accuracy and alignment with current operations. Monday-Friday 9am-6pm, onsite. $54,000 annually.
Required Qualifications
- High School Diploma or GED equivalent
- 3+ years of experience in customer service
- at least 1 year in a leadership or supervisory capacity
- Technical expertise in AS400
- Technical expertise in Salesforce
- Demonstrated expertise in customer service systems, workflows, and multi‐platform navigation
- ability to troubleshoot issues and guide others
- Proven ability to lead teams through coaching, performance feedback, conflict resolution, and accountability practices
- Strong analytical and decision‐making abilities
- experience managing escalations, complex customer or carrier issues, and time‐sensitive decisions
- Experience managing scheduling, attendance, staffing adjustments, and workforce prioritization in a dynamic environment
- Excellent verbal and written communication skills
- ability to coach, influence, and develop team members at all levels
- Demonstrated discretion and confidentiality in handling and protecting sensitive information
- Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
- Comfort commuting to/from and working in a 100% on‐site setting
- travel for related meetings/events
Desired Qualifications
- degree
- Experience supporting training, quality monitoring, or process improvement initiatives
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.