Customer Service Supervisor Job Description

What is the job description of a Customer Service Supervisor? What are the duties and responsibilities of a Customer Service Supervisor? What does a Customer Service Supervisor do?

Job description of a Customer Service Supervisor

A Customer Service Supervisor, also known as Customer Service Manager, oversees, leads and trains a company’s service staff. Customer Service Supervisors investigate and solve product and service complaints.

This Customer Service Supervisor job description example includes the list of most important Customer Service Supervisor duties and responsibilities as shown below. It can be modified to fit the specific Customer Service Supervisor profile you're trying to fill as a recruiter or job seeker.

Customer Service Supervisor Duties and Responsibilities

Customer Service Supervisor job description should contain a variety of functions and roles including:

  • Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
  • Strategizing and monitoring daily activities of customer service operation.
  • Investigating and solving customer service complaints.
  • Assisting with development and implementation of service policies, and explaining these to staff and customers.
  • Maintaining documentation pertaining to customer service department activities.
  • Assisting customer service staff with duties where required.
  • Training staff in areas of customer service and company policies.
  • Managing cashier coverage and customer flow to ensure proficient customer service.
  • Monitoring and authenticating returns, exchanges and voids.
  • Performing additional duties where needed.

Customer Service Supervisor Requirements / Skills / Qualifications

Customer Service Supervisor job description should include these common skills and qualifications:

  • High School Diploma, GED, or suitable equivalent.
  • x years work experience in similar position.
  • Strong people skills.
  • Excellent phone etiquette.
  • Outstanding organizational skills.
  • Available to work shifts.
  • Proficient knowledge of customer service, and standard office practices and procedures.
  • Proficient computer skills.
  • Proficient standard office equipment skills.
  • Outstanding communication skills, both written and verbal.

As a hiring manager, recruiting an ideal Customer Service Supervisor starts with crafting a good job description. Use this Customer Service Supervisor job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Customer Service Supervisor may also reference it in preparation for the interview.

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