Job Summary :
The Customer Service Supervisor is responsible for overseeing a team of customer service
agents, ensuring that they provide high-quality assistance to customers. This function
entails monitoring performance, providing training and support, providing coaching
opportunities, and dealing with escalated problems. The ideal applicant will have strong
leadership talents, outstanding communication skills, and a dedication to increasing
customer satisfaction.
Key Responsibilities :
Supervising the Team :
o Supervise daily activities of customer service representatives to ensure
efficient and effective service delivery.
o Schedule and manage shifts to ensure adequate coverage.
o Conduct regular performance evaluations and provide constructive
feedback and coaching.
Training & Development :
o Implement training programs for new hires and provide refresher training for
current staff.
o Identify skill gaps to provide additional training / coaching opportunities or
resources as needed. Engage a continuous learning environment to improve service quality.
Quality Assurance :
o Monitor and evaluate customer interactions to ensure adherence to
company policies and procedures.
o Review and analyze customer feedback to identify areas for improvement.
o Implement strategies to enhance customer satisfaction.
Issue Resolution :
o Handle escalated customer inquiries and complaints in a professional and
timely manner.
o Coordinate with management as needed to resolve complex issues.
o Follow up with customers when necessary to ensure their issues are
resolved to their satisfaction.
Reporting and Analysis :
o Prepare daily reports on team performance, customer feedback, and call
center service metrics.
o Analyze data to identify trends and make recommendations for
improvements.
o Present findings to Call Center Manager for further review.
Process Improvement :
o Review and refine customer service processes and procedures to enhance
efficiency.
o Implement best practices and new technologies to improve service delivery.
o Encourage team members to suggest improvements and innovations.
Administrative Duties :
o Maintain accurate records of customer interactions, issues, and resolutions.
o Ensure compliance with company policies and industry regulations.
o Manage team-related administrative tasks such as timekeeping and
performance records.
Education :
o High School Diploma or equivalent. An associate's or bachelor’s degree in
Business, Management, or a related field is preferred.
Experience :
o Minimum of 3 years of experience in customer service, with at least 1 year in
a supervisory role.
o Proven track record of leading a successful customer service team.
Skills :
o Strong leadership and team management skills.
o Excellent verbal and written communication abilities.
o Strong problem-solving and conflict-resolution abilities.
o Proficient in call center software and technology.
o Ability to analyze data and make informed decisions.
o Strong organizational and time management skills.
Work Environment :
This position is based in an office environment or remote, depending on company
policies.
Flexible working hours may be required, including evenings and weekends
This job description outlines the primary responsibilities and qualifications for the
Customer Service Representative position. It may be subject to change based on the
company’s needs and priorities.
It is understood that your employment will be on an "at will" basis. This position with Tetra Tech is temporary and on an "as-needed" basis and will end once the project is complete.
About Tetra Tech :
We thank all applicants for their interest; however, only those selected for an interview will
be contacted. Tetra Tech is committed to creating a diverse environment and is proud to be
an Equal Opportunity Employer. We invite resumes from all interested parties including
women, minorities, veterans, and persons with disabilities.
Tetra Tech is a VEVRAA federal contractor, and we request priority referral of veterans for
available positions.
EOE AA M / F / Vet / Disability - No calls or agencies
Additional Information
- Organization : 105 TDR
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