Supervisor of Customer Service Job Description

The Supervisor over the Customer Service Department is responsible to coordinate activities of workers involved in providing customer service.

Primary Responsibilities:

  • The Supervisor of Customer Service coordinates activities of workers engaged in customer service activities.
  • The Supervisor of Customer Service must observe and evaluate the performance of the workers.
  • The Supervisor of Customer Service trains and instructs all employee’s under his care.

The Supervisor of Customer Service is the one who must supervise and coordinate all the activities of workers engaged in customer service activities. Afterwards the Supervisor of Customer Service observes and evaluates the performances of the employee’s that is under his direction. The Supervisor of Customer Service is in charge of planning, preparing and devises work schedules, according to budgets and workloads. They also must be able to manage their own time and the time of the others who are in their department. The Supervisor of Customer Service issues instructions and assigns duties to workers. He/she is also in charge of hiring and discharging employees who work in the customer service department.

The Supervisor of Customer Service communicates with other departments and management to resolve problems and expedite work. The Supervisor of Customer Service interprets and communicates work procedures and company policies to the staff. The Supervisor of Customer Service helps workers in resolving problems and completing work. The Supervisor of Customer Service resolves complaints and answers questions of customers regarding service and procedures. The Supervisor of Customer Service must review and check work of subordinates such as reports, records and applications for accuracy and content. They must also correct any errors that they find in this paperwork. They must also prepare, maintain and submit reports and records, such as budgets and operational and personnel reports. The Supervisor of Customer Service makes recommendations to management concerning staff and improvement of procedures. They must also plan and develop improved procedures that maybe used for customer service improvement. They are also in charge of requisitioning of supplies.

The Supervisor of Customer Service must possess a good knowledge of business and management principles involved in strategic planning, resource allocation, human resources and leadership ability. The Supervisor of Customer Service needs knowledge of administrative and clerical capabilities in word processing, managing files and records, stenography and transcription, designing forms along with other office procedures. The Supervisor of Customer Service needs good math skills in algebra, geometry, calculus, statistics, and their applications. The ability to do accounting when needed for his department taking care of budget control, keeping up with the financial markets, banking and the analysis and reporting of financial data. The Supervisor of Customer must be able to motivate, develop, and direct people as they work, identifying the best people for the job. Also training those who are lacking in some ways and helping them to become better staff members. The Supervisor of Customer Service must be able to convey information effectively, hold meetings and convey new ideas to the staff and their superiors.

The Supervisor of Customer Service needs very good reading comprehension understanding written sentences and paragraphs in work related documents. The Supervisor of Customer Service must have the ability to communicate information and ideas in speaking so others will understand on a one-on-one meeting or a group meeting. The Supervisor of Customer Service must also be capable of listening to and understanding information and ideas presented through spoken words and sentences. They must have the ability to read and understand information and ideas presented in writing. They must also have the ability to communicate information and ideas in writing so others will understand. The Supervisor of Customer Service is typically in the profession of supervising therefore it requires skills in learning comprehension as well as the capability of teaching to others.

Many Supervisors over customer service not only need to help their own staff but must be capable of working with customers on a daily basis understanding their needs. Many times a customer may not understand the store policy and believe that they have been wronged it is the function of the Supervisor of Customer Service to help the customer and satisfy their needs or fix the problem so they do not lose the customer. At times this may prove to be impossible as not all people have the power of reasoning, therefore, the Supervisor duty is to take the blunt of the complaint as best as possible.

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