Customer Care Supervisor Job Description
Customer care supervisor
provides technical assistance to office and field operations to ensure compliance with applicable international, federal, state and/or company environmental, safety, and health regulations.
Customer Care Supervisor Duties & Responsibilities
To write an effective customer care supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Handle Customers’ complaints and CAR thru I care and PQMT system and Drive the continuous improvement
Establish process related SOP and review periodically for continuous improvement
Monitors workloads and status
Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience
Performance Management – Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team
Ad Hoc Responsibilities – May perform other related duties and responsibilities as assigned and/or required
Assist in ensuring associates are exceeding customer expectations by performing at acceptable measures with regards to the various performance measurements to include Quality Assurance and KPI, as set forth annually by the Customer Care Director
Communicate new/revised processes and program changes to team
Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit
Be a trusted partner and advisor to other functions
Customer Care Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Care Supervisor
List any licenses or certifications required by the position: GB, CIP
Education for Customer Care Supervisor
Typically a job would require a certain level of education.
Employers hiring for the customer care supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Business/Administration, Associates, General Education, Leadership, Graduate, Technical, Management, Military
Skills for Customer Care Supervisor
Desired skills for customer care supervisor include:
Company products
Policies and procedures
Call center operations
Federal and state regulations regarding credit reporting
Continuous Improvement
Customer facing transactions and customer retention strategies
Resorts
Services as they relate to marketing and the company as a whole
Microsoft office
Microsoft Office and the Internet
Desired experience for customer care supervisor includes:
Minimum 1 year management or supervisory experience
1 – 2 years in a Supervisor role or 2 years as a Team Lead
Manage 20 – 25 agents at one time
1 plus years of call center/customer care experience required
Minimum of 1 year in leadership role and/or previous supervisory, lead or coaching/mentoring experience required
Have knowledge of running reports on the CMS software
Customer Care Supervisor Examples
1
Customer Care Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer care supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer care supervisor
- Handle Customers’ complaints and PQMT system and Drive the continuous improvement
- Hold the regular meeting to drive the continuous improvement in order to increase customer satisfaction before/after FAT
- Trains, develops, motivates and assists subordinates in reaching new levels of skill, knowledge and understanding
- Coordinates and completes staff meetings to communicate to all subordinates any developments or information necessary for them to fulfill their responsibilities
- Interviews candidates and makes hiring recommendations and decisions
- Ensure customer orders are received, processed, and shipped accurately and timely
- Oversee the resolution of routine customer inquiries and complaints
- Conduct customer surveys as appropriate
- Oversee complaint file tracking
- Ensure excellent customer technical support
Qualifications for customer care supervisor
- Must be comfortable being able to multitask and solve client problems and communicate program performance to senior leadership
- This position requires a high school diploma or equivalent
- Sales experience is a must
- Work hours are driven by the needs of the customer and the business
- Experience with customer relations, communications
- Experience - minimum of 3 years of related supervisory/management experience
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Customer Care Supervisor Job Description
Job Description Example
Our growing company is looking for a customer care supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care supervisor
- Provide technical assistance to our customer care technical representatives, customer care associates, the sales organization, and all customers—30%
- De-escalation of customer complaints whether they be consumer related or large trade jobsite issues, working closely with operations and sales in a timely matter to resolve—5%
- Communicate and support the company warranty, all policies and guidelines—10%
- Track the customer care technical team’s performance metrics to make sure all KPIs are met—15%
- Call monitoring of customer care technical representatives and provide feedback consistent with the company’s policy and guidelines for telephone protocol—10%
- Communicate quality issues to the manufacturing plants, TQM, Engineering and Product Managers for immediate resolution—5%
- Keep track of attendance and assign duties daily, assuring premier service—10%
- Liaises with other department for fault problem solving
- Ensure walk-in service transactions are proceed in accordance with company policies & procedure
- Keep update with work issues, drive the follow up, solution remediation of any findings issues raised by other parties
Qualifications for customer care supervisor
- Preferred 2 or more years of experience with Technology Sales or Support
- Bachelor’s degree or minimum of 5 years of related experience
- Minimum 2 years call center experience in a leadership role preferred
- Bachelor’s degree business and/or equivalent related field
- Trains, evaluates and counsels employees to help improve performance and productivity in customer service
- Ability to train and develop staff members, delivering feedback in a positive manner
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Customer Care Supervisor Job Description
Job Description Example
Our company is hiring for a customer care supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care supervisor
- Serves as first level escalation for customer’s concerns and/or suggestions
- Hires, trains, coaches, counsels, develops and evaluates Customer Care Specialists
- Supervises and monitors all daily functions and activities within Customer Care
- Modifies these functions and activities as appropriate to ensure both cost control and superior service
- Maintains a high degree of emotional maturity, exceling in effective human relations, and consistently project a positive attitude to all associates
- Answers policy and procedural questions asked by Customer Care Specialists
- Maintains a high level of knowledge for all products, programs, and services offered by ICG
- Approves credit and freight adjustments up to $1,000, appropriately
- Prepares and conducts all performance appraisals for team members in advance of review date and ensure that the appraisals are motivational, instructional, and challenge each associate to continually improve the level of service performed
- Recognizes the important relationships between rewards, reinforcement and results
Qualifications for customer care supervisor
- Organized, process oriented and able to multi-task< > proficient with desktop applications such as Adobe Acrobat Professional, MS Office, Internet browsers including an ability to learn new software< > customer focused approach to completing assignments and representing SolarCity< > to work well with others in a collaborative team environment< > reliable, and predictable performance required< > be able to successfully pass a pre-employment criminal screen
- Must have excellent verbal and communications skills
- Must have a strong commitment to teamwork
- Advanced skills in Excel are preferred
- Must have logical troubleshooting abilities
- Must be highly organized, and comfortable with multitasking
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Customer Care Supervisor Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer care supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer care supervisor
- Closely align with commercialization & deployment teams to include customer care and service considerations and requirements into the commercialization approach
- Manage the deployment of local channel & service strategy
- Model service business processes aligned with latest service offerings including interfaces with other functions and service partners
- Drive the creation and adaptation of service standards, best practices, and processes
- Monitor vendor performance service level and contractual agreements and address any issues
- Answer key questions on Customer Care as center of knowledge within PMI for the Greek market
- Maintain a thorough understanding of the products and services supported by The USA Today Network
- Runs stat reports and distributes to Agents daily
- Assist with floor support and escalated phone calls as necessary
- Implements and executes established business strategies
Qualifications for customer care supervisor
- Additional critical skills include maintaining a professional demeanor while dealing with irate consumers, and the ability to farm, manipulate, and analyze data and processes to improve the functioning of the business unit
- Job requires hours that often exceed 8 hours per day and/or 40 hours per week during peak periods
- Must be able to function well as a team leader, team member, and as an individual contributor
- Provide technical guidance on more complex issues
- Great written, analytical and communication skills
- Familiarity with telephony and related metrics in a contact center environment
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Customer Care Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer care supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care supervisor
- Proficiency with Microsoft Office software, including Outlook, Word, Powerpoint, Excel and Access required
- Direct and supervise the relationships between Customer Care and other partners to establish effective and efficient communications/work flows and to develop an optimum working partnership that results in exceptional service to members, internal customers and employees
- Provide individual and team coaching/training to promote and encourage the skills needed to proactively provide consultative and educational information to members
- Create a cohesive team that understands our company vision and lead the group to deliver excellent service and profitability
- Monitor employee performance to ensure productivity levels and quality of service is within established guidelines by conducting side-by-side and remote observations, regular follow-up meetings with employees and by providing on-going performance feedback
- Assess team successes, failures, issues, obstacles, trends, and other items that impact results
- Provide managers with suggestions, statistics, and general data
- Interview prospective candidates for best fit within the position and company
- Assist associates in providing superior service
- Monitor and manage call volume, assign and direct work to meet call volume needs
Qualifications for customer care supervisor
- Must have atleast 5 years working experience as Team Leader or Supervisor in a Call Center Industry
- Preferred 2 years call center experience in a leadership role preferred
- Bachelor’s degree in related discipline and/or equivalent training and work experience
- 3 years of previous supervisory and operational experience in a customer care/customer service environment required
- Ability to interface with a broad range of internal personnel, external business partners, and customers
- Ability to prioritize and manage multiple commitments and large teams