Customer Service Supervisor
Customer Service Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
Summary:
The Customer Service Supervisor at Mannington Residential is responsible for managing and coordinating the activities of the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing customer service representatives handling escalated issues and implementing strategies to improve service quality and efficiency.
Essential Duties and Responsibilities:
- Supervise and manage customer service representatives including hiring training and performance evaluations.
- Monitor customer service interactions for quality assurance and provide ongoing coaching and feedback to team members.
- Address and resolve escalated customer inquiries complaints and issues in a timely and effective manner.
- Verify and oversee the accuracy of orders entered into the computer system.
- Develop and implement customer service policies and procedures to ensure consistent and highquality service delivery.
- Track and analyze key customer service metrics (e.g. call volume resolution time customer satisfaction scores) to identify areas for improvement.
- Collaborate with other departments (e.g. sales marketing product development) to ensure a seamless customer experience and address customer concerns effectively.
- Prepare and manage the customer service budget including forecasting requirements and scheduling expenditures.
- Conduct regular reviews of customer service processes and make recommendations for improvements.
- Ensure compliance with company policies and applicable laws in all customer service activities.
- Participate in educational opportunities and professional organizations to stay updated on industry best practices and enhance job knowledge.
Supervisory Responsibilities:
Directly supervises employees in the Residential Customer Service department and carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies:
- Excellent verbal and written communication skills.
- Strong leadership and interpersonal skills.
- Ability to respond to timesensitive situations with a sense of urgency.
- Detailoriented and highly organized.
- Ability to multitask and prioritize effectively to meet deadlines.
- Excellent problemsolving skills.
- Selfstarter and able to work with minimum supervision.
- Proficient in customer service software and tools.
Education and Experience:
- Bachelors degree in business administration Management or a related field preferred.
- Minimum of 35 years of experience in customer service with at least 2 years in a supervisory role.
- Experience in the residential flooring industry is a plus.
Work Environment:
The work environment is typically an office setting with occasional visits to customer sites as needed. The role may require overtime during peak periods or to address urgent customer issues.
Required Experience:
Manager
Employment Type
Full Time
