Customer Service Supervisor job description template
If you are hiring for this role, start here. This free template is our detailed definition of the position, with everything you need to find and hire the right person. Copy it, add your own requirements, and post it.
What is a Customer Service Supervisor?
Customer Service Supervisors represent the main link between the customer service staff and customers.
They are responsible for monitoring, leading, hiring, and training new team members.
They help investigate and solve customers’ problems and complaints and ensure the staff delivers an appropriate and professional customer service experience.
They also evaluate the staff performance and coach and mentor new employees.
Customer Service Supervisors can work in a variety of industries, and they generally make sure the daily customer service tasks run smoothly and efficiently.
The top Customer Service Supervisor skills.
Five things separate a strong hire from a résumé that reads well. Use these as your scorecard criteria.
The job description, ready to post.
Copy it as written, or edit it until it sounds like your company. Both work.
Our company is looking for a Customer Service Supervisor who will train and lead our growing customer service staff. In this position, you will be responsible for monitoring and supervising customer service staff and daily activities and operations. Furthermore, you will perform regular staff performance evaluations, provide feedback, and implement changes where necessary. Also, you will assist team members with their duties and interview, hire, and train new employees.
Providing a professional, superb, and impeccable customer service experience will be your main goal in this position. Top-notch customer service satisfaction should be your number one priority. Along with being professional, attentive, and friendly, our ideal candidate should be a strong and confident leader with excellent communication, organization, and problem-solving skills.
Duties and responsibilities
- Monitor and supervise customer service staff and daily activities and operations
- Evaluate the staff performance and provide them with regular feedback
- Assist staff with duties if needed
- Interview and hire new staff members
- Train new team members on customer service activities and company policies
- Track and monitor returns and exchanges
- Deal with customer problems and strive to fix them
- Establish and implement customer service policies and strategies
- Create and organize work schedules and shifts
- Delegate tasks and assignments
- Communicate with customers and ensure outstanding customer satisfaction
- Perform data and statistical analysis
- Write and prepare reports on overall customer satisfaction
- Collect customer feedback and implement changes where necessary
Requirements
- High school diploma or a GED
- Bachelor’s or Associate’s degree in business or business management preferred
- Previous working experience in customer service
- Computer proficiency
- Outstanding management and leadership skills
- Exceptional customer service and communication skills
- Organization and the ability to delegate tasks
- Strong problem-solving skills
- Motivation and coaching abilities
Take the template with you
Copy it straight into your job board or ATS, or have it emailed to you with the interview questions for this role.
What education this role needs.
Some companies may require an Associate’s or Bachelor’s degree in business or communication.
Anyhow, the most important thing for becoming a Customer Service Supervisor is experience.
Working experience requirements vary from employer to employer, but candidates typically need at least 2-3 years of customer service experience before advancing to higher positions.
Sample interview questions for a Customer Service Supervisor.
Once you have gathered the applications, work through these in order. Twelve questions across four areas, enough to tell your shortlist apart.
- What are three words you would use to describe yourself?
- Have you ever experienced an unprofessional customer service interaction as a customer?
- Is there anything you'd like to accomplish in the coming year?
- Could you tell us more about your previous customer service working experience?
- Why do you want to be a supervisor in our company?
- How do you imagine a typical working day in our company?
- How do you often lead and motivate your team members to perform to the best of their abilities?
- How would you rate your leadership approach to employees?
- How do you manage to meet deadlines, complete all duties, and generally stay organized?
- Tell us about an angry or difficult customer that you had to handle. How did that end?
- What information do you take into account when conducting performance evaluations?
- How do you ensure customer satisfaction?
How much to pay when hiring.
Annual pay by percentile. Where you land depends on the size of the cycle they will own, and the 25th percentile is usually where a first analyst hire sits.
Hourly equivalents run from $19 at the 10th percentile to $31 at the 90th.
Candidates may apply under a different name.
Post the title your industry uses and keep the rest of the description. These three roles overlap enough that the same posting usually reaches all of them.
Three titles, one description.
Search behavior varies by industry, so the same job is advertised under several names. If you are unsure which one your candidates search for, run two titles and see which fills.
Customer Service Representative
Customer service representatives attract potential customers by providing all the necessary information about their products and services.
$39,098 medianCustomer Success Manager
Customer Success Managers handle the customer service department and its staff for businesses across sectors.
$83,064 medianFrequently asked questions.
What do Customer Service Supervisors do?
Customer Service Supervisors are responsible for monitoring and supervising the team of customer service representatives and ensuring an outstanding and professional customer service experience.
They also train and hire new team members, communicate with customers, write feedback reports, and conduct staff performance evaluations.
Where do Customer Service Supervisors work?
Customer Service Supervisors can work in many environments and companies:
- Retail
- Hospitality
- Call centers
- Offices and companies
- Public sector
How much do Customer Service Supervisors make?
Customer Service Supervisors normally earn between $36,500 and $63,500 annually.
How long does it take to become a Customer Service Supervisor?
Since Customer Service Supervisors need a lot of working experience and practical knowledge to become qualified, the average amount of time to advance to this position is 2-3 years.
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