Customer Service Supervisor

Overview

The Customer Service Supervisor supervises a staff of customer service representatives, ensuring delivery of excellent customer service to retain and satisfy customers. Works closely with representatives, customers, and other team members to promote loyalty.

This is an on-site position in Tamarac, FL.

• Supervise the staff of customer service representatives and maintain the level of service provided.
• Coordinate with representatives and management to deliver high customer service satisfaction.
• Supervise call‑center strategies and operations to improve systems, processes, and procedures for inbound and outbound calls.
• Handle complex and escalated customer service‑related issues.
• Resolve product service problems by clarifying complaints, determining causes, explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Maintain and update customer records.
• Monitor and analyze reporting functions and hold reps accountable to targets and goals.
• Assist in coaching and developing customer service representatives and coordinate alliances with other departments to achieve objectives.
• Monitor phone queues, enter queues as necessary to back the group, and ensure best service to clients.
• Understand and implement customer service policies and procedures.
• Maintain up‑to‑date knowledge of products, policies, and procedures.
• Utilize tools, manuals, and catalog to improve technical and product knowledge.
• Other duties as assigned.

Education and Formal Training:

• High school diploma or GED required;
  Bachelor's degree desired.

Experience:

• 5+ years of customer service experience in a call center.
• 3–5 years in a supervisory role.
• Heavy call‑center environment experience (parts/products industry, non‑service industry).
• Sales order system experience.

• 100% employer paid medical plan.
• Optional benefit programs: 401(k) match, additional medical plans, dental, vision, flex spending account, short‑term and long‑term disability & life insurance coverage.

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti‑discrimination laws.