Customer Service Supervisor

Job Overview

This Customer Service Supervisor role is about leading a team that handles the day to day interactions with customers. You'll be based in Richmond, VA, guiding agents through complex issues and ensuring service standards are met. It's a hands on position where you're directly involved in coaching, process improvement, and maintaining quality.

Duties & Responsibilities

• Coach and mentor a team of customer service agents, providing regular feedback and performance reviews.
• Monitor call queues and service channels to manage workload and meet response time targets.
• Handle escalated customer complaints, finding resolutions that balance policy with customer satisfaction.
• Compile daily reports on team metrics like handle time, first contact resolution, and customer feedback scores.
• Collaborate with other departments to communicate recurring customer issues and suggest process changes.

Requirements

• A minimum of two years experience in a customer service lead or supervisory capacity is needed.
• You're comfortable using a CRM platform and workforce management software to track performance.
• The ability to de escalate tense situations over the phone or via email is essential.
• A high school diploma is required; some college coursework in business or management is a plus.
• The role involves prolonged periods at a desk working on a computer and requires clear verbal communication.

What It's Like In This Role

You'll work in an office setting in Richmond, VA alongside your team. The atmosphere is collaborative but focused; you're the go to person for both your agents and for management updates. Most days involve a mix of live call monitoring, one on one meetings, and analyzing performance data. Expect a steady pace with peak periods that require quick adjustments to staffing or priorities.

Why You'll Like This Opportunity

The supervisor role offers clear visibility into how the business operates from the front lines up. You'll have autonomy to shape your team's approach within company guidelines. There's real potential to move into higher management roles as you demonstrate impact on service quality and team development. Every day presents different puzzles to solve, which keeps the work from feeling routine.

Schedule & Work Type

This is a full time, onsite position in Richmond, VA. Schedules typically fall within standard business hours, Monday through Friday, but some flexibility for early or late coverage may be required based on business needs. Remote work isn't an option for this particular opening due to the hands on team management aspect.

How To Apply

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Disclaimer

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Equal Opportunity

The hiring employer provides equal employment opportunity to all qualified individuals regardless of protected characteristics.