Customer Service Supervisor

Customer Service Supervisor

Location: USA – New Albany, 1101 Beech Rd.

Division: Solutions

Time Type: Full Time

Responsible for coordinating activities of various types of service agents providing customer support services.

• Supervise and develop customer service agents, specialists, and coordinators to build a world‑class team.
• Answer questions about services.
• Enter key information into the computer to compile work volume statistics and maintain records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs, audit, research, report, and resolve customer service issues.
• Assist with maintaining a database of call volumes and staffing; suggest staffing changes based on trends and PBX data.
• Monitor agent productivity and generate reports.
• Monitor ACD data to reduce hold time and increase customer satisfaction.
• Monitor calls to ensure employee demeanor, technical accuracy, and compliance with company policies; provide performance feedback and coaching.
• Determine work procedures, prepare 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, provide training, define job assignments, and manage performance to achieve productivity and organizational objectives.

Must be able to perform all essential functions with or without a reasonable accommodation. Must pass federal/state/local background checks, clearances, and drug/alcohol tests.

• Exceptional interpersonal and analytical skills.
• Bachelor’s degree or equivalent strongly preferred.
• Generally 0–2 years of related supervisory experience.

Expected base pay range: $70,000.00 – [upper limit not disclosed]. Actual compensation will be based on experience, skills, education, certifications, and location.

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 assistance or accommodation while seeking employment with DSV, contact Human Resources at