Supervisor, Customer Service

Customer Service Supervisor

Do you thrive in fast-paced environments and enjoy empowering teams to deliver outstanding customer service? As a Customer Service Supervisor at Spectrum Business, you'll guide call center representatives to exceed performance standards while ensuring every customer interaction reflects Spectrum Business's commitment to quality. Your leadership will directly elevate the experience for both customers and staff, driving meaningful results for Spectrum Business.

How You'll Make an Impact

• Lead and coach a team of call center representatives to achieve key performance measures and exceptional customer service
• Monitor and assess individual and team performance, providing actionable feedback and ensuring quality standards are met
• Assist representatives with complex or escalated customer issues, ensuring prompt and effective resolution
• Maintain departmental standards by regularly reviewing calls and performance metrics, offering guidance and targeted coaching
• Establish and nurture relationships across departments to align on business initiatives and drive collaboration
• Develop team members through ongoing coaching and on-the-job training, fostering professional growth
• Manage personnel issues such as performance reviews, counseling and disciplinary actions in alignment with company policies
• Accurately oversee Kronos payroll system updates for your team and perform additional duties as assigned by management

Working Conditions

• Call center environment

What You'll Bring to Spectrum Business

Required Qualifications

Education

• High School diploma with some college coursework in business or related field or equivalent experience

Experience

• 5-7+ years of customer service or call center experience

Skills

• Ability to read, write, speak and understand English
• Ability to hire, evaluate, coach and counsel direct reports in performance
• Demonstrates honesty and integrity
• Strong verbal and written communication skills
• Effective prioritization and organization
• Ability to supervise and motivate teams
• Proficient use of personal computer and software applications including word processing, spreadsheets and billing systems
• Project management capability
• In-depth knowledge of customer relations functions and tasks
• Familiarity with Spectrum Business products and services
• Understanding of general accounting and billing procedures
• Patience, flexibility, dependability and excellent attendance
• Experience with customer relations, communication and sales skills

Preferred Qualifications

Experience

• 3+ years of supervisory or leadership experience, preferably overseeing a team of 10 or more people