Customer Service Supervisor

About Net Vendor
Net Vendor is dedicated to leveraging the power of online technology to revolutionize the property management and vendor credentialing process. Our innovative flagship product, Net Vendor Compliance, helps property management companies, vendors, and contractors be more efficient in every step of the compliance and credentialing process. With our fully digital property maintenance platform, Net Vendor Maintenance, PMCs can streamline their entire maintenance workflow while gaining vital insights to improve their processes.

About the Role

The Customer Service Supervisor leads and develops a team of Customer Service Representatives (CSRs) and collaborates with peer supervisors to drive a high-performing, customer-focused service environment. This role is responsible for the day-to-day management of team performance, employee development, and operational excellence, while partnering with the Customer Service Manager on staffing, training, scheduling, and recognition initiatives.

Responsibilities

Team Leadership & People Management

• Directly manage a team of CSRs and collaborate with fellow supervisors to ensure consistent service standards across the department.
• Hire, onboard, coach, counsel, and develop team members to maximize performance and engagement.
• Conduct regular one-on-one meetings to review individual performance, address concerns, and set development goals.
• Foster a positive, motivating work environment that empowers team members to perform at their best.
• Address employee relations issues, disciplinary matters, and performance improvement plans in accordance with company policy.

Customer Service Operations

• Handle escalated supervisor calls, ensuring timely and effective resolution for customers.
• Provide clear daily direction to the team so that all customer interactions are handled promptly, efficiently, and knowledgeably.
• Continuously evaluate workflows and procedures, recommending improvements to enhance efficiency and the customer experience.

Reporting & Systems

• Generate and review weekly and monthly agent performance reports to identify trends and inform coaching priorities.
• Run weekly reporting and monitor key operational metrics.
• Create and manage Jira tickets to track and resolve system issues.
• Oversee resolution of TIN Check failures (W-9) and TIN Verify discrepancies, coordinating with relevant teams as needed.

Cross-Functional Support

• Partner with the Customer Service Manager on the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
• Perform additional responsibilities as assigned to support departmental and organizational goals.

Education/Experience

• High School diploma or GED
• 2+ years of experience in a customer service supervisory or team lead role.
• Demonstrated ability to lead, motivate, and develop a team in a fast-paced environment.
• Strong communication, coaching, and conflict resolution skills.
• Ability to analyze performance data and translate insights into actionable improvements
• Preferred:
  Proficiency with ticketing systems (e.g., Jira) and reporting tools; experience with TIN/W-9 verification processes.
• Preferred:
  Experience with NICE in Contact or other similar contact center programs
• Preferred:
  Bilingual, fluent in both English and Spanish

Net Vendor's Benefits Package

• Medical, dental, and vision insurance
• HSA, FSA, and DCFSA
• Long- and short-term disability insurance
• Free basic life insurance
• Paid time off policy
• Paid holidays: 7 per year + 1 floating holiday
• Maternity Leave
• 401(k) with company match
• Employee Assistance Program