Customer Service Supervisor jobs in Lawrence, MA

Job Responsibility:

- Supervise a team of customer service representatives to ensure excellent customer service delivery.

- Provide guidance, support, and training to customer service representatives.

- Monitor and evaluate team performance, providing feedback and coaching as needed.

- Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner.

- Analyze customer service data and metrics to identify areas for improvement and implement strategies for enhancing customer satisfaction.

- Maintain records of customer interactions, complaints, and resolutions.

- Maintain a thorough understanding of the products or services to assist team members and customers effectively.

- Collaborate with other departments to ensure seamless customer experiences across all touchpoints.

- Ensure clear and effective communication within the team and with other departments.

- Develop and implement customer service policies, procedures, and standards.

- Stay updated on industry trends and best practices in customer service.

Qualifications:

- Fluent in English and Spanish (multilingual skills preferred)

- Proven experience in a supervisory or leadership role in a customer service setting

- Strong communication and interpersonal skills

- Excellent problem-solving and decision-making abilities

- Ability to analyze data and make data-driven decisions

- Project management skills to effectively manage multiple tasks and priorities

- Ability to negotiate and resolve conflicts with customers or team members

- Sales experience is a plus

- Strong leadership skills to motivate and inspire team members

Preferred Skills:

- Leadership and team management skills.

- Strong customer focus and empathy.

- Excellent communication and active listening skills.

- Analytical and problem-solving skills.

- Adaptability and flexibility.

- Time management and organizational skills.

- Attention to detail.

- Conflict resolution abilities.

- Patience and composure under pressure.

Job Type: Full-time

Pay: $20.00 - $30.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Education:

• Bachelor's (Preferred)

Experience:

• Customer relationship management: 3 years (Preferred)

Work Location: Hybrid remote in Salem, NH 03079