Customer Service Supervisor

Job Summary

Customer Service Supervisor responsible for coordinating activities of various types of service agents providing customer support services.

USA - McCarran, Reno 3300 Waltham Way Suite 106

• Supervision and development of customer service agents, specialists, and coordinators.
• Answer questions about services.
• 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 generates reports.
• Monitor ACD data to reduce hold time and increase customer satisfaction.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepares work schedules, and expedites 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.

Bachelor's degree or equivalent strongly preferred. Generally prefer 0-2 years of related supervisory experience. Exceptional interpersonal and analytical skills required. Must be able to pass any federal/state/local background checks, clearances, and/or drug and alcohol tests.

Expected base pay: $65,000 - $75,000 / Annual. This position is eligible for a performance‑based bonus program.

DSV provides a comprehensive package of health benefits including medical, prescription, dental, vision, and life insurance, along with flexible and health spending accounts, short and long‑term disability coverage, and wellness resources. 401(k) plan offers company‑matching contributions up to 5%. Paid time off, paid holidays, and additional floating holidays are also provided.

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.