Customer Service Supervisor; M-F

Position Summary

Customer Service Supervisor (M-F 7:00a – 3:30p), Full Time, located in Bridgeport, 48809.

• Supervise and develop customer service agents, specialists, and coordinators; develop, motivate, and supervise a world‑class customer service team.
• Enter key information into computer to compile work volume statistics for performance purposes and keep records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOP’s, audit, research, report, and resolve customer service issues.
• Assist with maintaining database regarding call volumes and staffing; suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data.
• Monitor productivity of agents and generate performance reports.
• Monitor ACD data to track the length of time customers remain on hold; assist with corrective action to reduce hold time and increase customer satisfaction.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards; check department work accuracy for errors; provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Study and standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments; manage performance to ensure required levels of productivity and achievement of organizational objectives.

• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

• Exceptional interpersonal and analytical skills required.
• Bachelor’s degree or equivalent strongly preferred.
• Generally prefer 0–2 years of related supervisory experience.
• Ability to perform all essential functions with or without a reasonable accommodation.

Expected base pay range: $60,000.00 – $70,000.00 per annum.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at  DSV reserves the right to defer or close a vacancy at any time.