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Customer Service Supervisor Job Description Template
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Customer Service Supervisor Job Description Template

Job Description Template

Customer Service Supervisor Job Description Template

August 22, 2022

Customer Service Supervisor Job Description

Let us prove to you that finding and recruiting a new team member doesn’t have to be a dull and long process. Take this FREE Customer Service Supervisor Job Description Template for the beginning of your hiring journey.

Once you have the right resources, qualified candidates will naturally come to you!

This template contains vital information about this position.

You can customize it as you wish and turn it into an attractive job offer!

For the next stages of your hiring process, check out our VIVAHR Software and have fun discovering how to post your job offers to 50+ job posting sites around the country, and many more useful details!

What is a Customer Service Supervisor?

Customer Service Supervisors represent the main link between the customer service staff and customers.

They are responsible for monitoring, leading, hiring, and training new team members.

They help investigate and solve customers’ problems and complaints and ensure the staff delivers an appropriate and professional customer service experience.

They also evaluate the staff performance and coach and mentor new employees.

Customer Service Supervisors can work in a variety of industries and they generally make sure the daily customer service tasks run smoothly and efficiently.

Related Job Titles for Customer Service Supervisor

The Top Customer Service Supervisor Skills

Skill Why it's important
Customer Service The ability to provide a terrific customer service experience is self-explanatory in this case. Not only that Customer Service Supervisors train and help team members provide professional and friendly customer service, but they also have to be experts themselves when it comes to interacting with customers.
Communication Strong communication skills help Customer Service Supervisors convey and distribute important information and details regarding their job. Through effective and precise communication, Customer Service Supervisors are more likely to successfully train and motivate their employees, as well as to handle difficult situations.
Leadership Customer Service Supervisors are usually responsible for leading and handling a team of representatives, which means that strong leadership skills are essential. They commonly serve as a motivating force for their team and they always have to be ready to provide assistance and leadership in any situation.
Problem-Solving Customer Service Supervisors encounter all sorts of problems, concerns, and issues daily. Whether it is an unsatisfied and angry customer or an employee who is facing difficulties, Customer Service Supervisors must demonstrate outstanding problem-solving abilities. They must identify a problem and find the appropriate and quick solution to it.
Organization Customer Service Supervisors can be preoccupied during the day. In order to stay present, meet deadlines, and complete duties, Customer Service Supervisors must be exceptionally organized. They need to keep track of multiple assignments, tasks, meetings, and schedules, and in order to stay focused and perform well, a perfect organization system is crucial.

Customer Service Supervisor Job Description Template (Free)

Our company is looking for a Customer Service Supervisor who will train and lead our growing customer service staff. In this position, you will be responsible for monitoring and supervising customer service staff and daily activities and operations. Furthermore, you will perform regular staff performance evaluations, provide feedback, and implement changes where necessary. Also, you will assist team members with their duties and interview, hire, and train new employees.

Providing a professional, superb, and impeccable customer service experience will be your main goal in this position. Top-notch customer service satisfaction should be your number one priority. Along with being professional, attentive, and friendly, our ideal candidate should be a strong and confident leader with excellent communication, organization, and problem-solving skills.

Customer Service Supervisor Duties & Responsibilities:

  • Monitor and supervise customer service staff and daily activities and operations
  • Evaluate the staff performance and provide them with regular feedback
  • Assist staff with duties if needed
  • Interview and hire new staff members
  • Train new team members on customer service activities and company policies
  • Track and monitor returns and exchanges
  • Deal with customer problems and strive to fix them
  • Establish and implement customer service policies and strategies
  • Create and organize work schedules and shifts
  • Delegate tasks and assignments
  • Communicate with customers and ensure outstanding customer satisfaction
  • Perform data and statistical analysis
  • Write and prepare reports on overall customer satisfaction
  • Collect customer feedback and implement changes where necessary

Customer Service Supervisor Requirements:

  • High school diploma or a GED
  • Bachelor’s or Associate’s degree in business or business management preferred
  • Previous working experience in customer service
  • Computer proficiency
  • Outstanding management and leadership skills
  • Exceptional customer service and communication skills
  • Organization and the ability to delegate tasks
  • Strong problem-solving skills
  • Motivation and coaching abilities

Accounting Specialist Interview Questrions

Sample Interview Questions for a Customer Service Supervisor

Once you gather up all the received applications, you can use these sample interview questions for Customer Service Supervisor. These questions can assist you in narrowing down your field of applicants and selecting the best candidate for the position.

Personal
  1. What are three words you would use to describe yourself?
  2. Have you ever experienced an unprofessional customer service interaction as a customer?
  3. Is there anything you’d like to accomplish in the coming year?
Human Resources
  1. Could you tell us more about your previous customer service working experience?
  2. Why do you want to be a supervisor in our company?
  3. How do you imagine a typical working day in our company?
Management
  1. How do you often lead and motivate your team members to perform to the best of their abilities?
  2. How would you rate your leadership approach to employees?
  3. How do you manage to meet deadlines, complete all duties, and generally stay organized?
Technical Skills and Knowledge
  1. Tell us about an angry or difficult customer that you had to handle. How did that end?
  2. What information do you take into account when conducting performance evaluations?
  3. How do you ensure customer satisfaction?

What are the Educational Requirements for a Customer Service Supervisor?

Some companies may require an Associate’s or Bachelor’s degree in business or communication.

Anyhow, the most important thing for becoming a Customer Service Supervisor is experience.

Working experience requirements vary from employer to employer, but candidates typically need at least 2-3 years of customer service experience before advancing to higher positions.

How Much to Pay a Customer Service Supervisor when Hiring

Customer Service Supervisors typically earn between $36,500 and $63,500 per year.

Their median annual salary is around $50,983.

Hourly wages go from $19 and $31.

The median hourly pay is around $25.

Percentile 10% 25% 50%
(Median)		 75% 90%
Hourly Wage $19 $20 $25 $29 $31
Annual Wage $36,500 $42,500 $50,983 $60,500 $63,500

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Frequently Asked Questions about Customer Service Supervisor

 

What do Customer Service Supervisors do?

Customer Service Supervisors are responsible for monitoring and supervising the team of customer service representatives and ensuring an outstanding and professional customer service experience.

They also train and hire new team members, communicate with customers, write feedback reports, and conduct staff performance evaluations.

Where do Customer Service Supervisors work?

Customer Service Supervisors can work in many environments and companies:

How much do Customer Service Supervisors make?

Customer Service Supervisors normally earn between $36,500 and $63,500 annually.

How long does it take to become a Customer Service Supervisor?

Since Customer Service Supervisors need a lot of working experience and practical knowledge to become qualified, the average amount of time to advance to this position is 2-3 years.

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