Customer Service Supervisor

Summary

This position is responsible for leading and managing a team of customer service representatives to ensure exceptional customer service delivery. You will provide support, guidance, and coaching to team members to help them develop their skills and achieve their goals. Your duties will include monitoring performance metrics, analyzing customer feedback, and working with other departments to resolve customer issues.

Examples of Work

• Manage and supervise a team of customer service representatives
• Monitor and evaluate team performance and provide coaching and feedback as needed
• Develop and implement customer service policies and procedures
• Respond to escalated customer inquiries and complaints
• Conduct regular team meetings to discuss performance, goals, and process improvements
• Analyze customer feedback and suggest improvements to enhance the customer experience
• Collaborate with other departments to identify and resolve customer issues
• Develop and maintain effective relationships with key stakeholders
• Ensure compliance with company policies and procedures
• Maintain accurate records and prepare reports as needed

Education and Experience

High school diploma or equivalent and two years of experience.

Licensure and Certification

N/A

Supervision

This position does include supervisory responsibility.

To see common career pathways for each position at the University of Florida please visit the Career Paths section of the UFHR website.