Location: Miami, FL

Job Overview:
We are seeking a Customer Service Supervisor to lead a team of customer service representatives in a fast-paced environment. In this role, you will ensure service levels are met or exceeded by promoting teamwork, optimizing performance, and maintaining high customer satisfaction. The Supervisor will also collaborate with other departments to drive continuous improvements, create training documents, and support staff development. This position requires strong communication and organizational skills, as well as a commitment to delivering exceptional customer service.

Key Responsibilities:

• Team Supervision: Oversee a team of customer service representatives to ensure efficiency and adherence to company goals.
• Performance Monitoring: Track key performance indicators (KPIs), analyze trends, and provide coaching to adjust strategies for maximum performance.
• Customer Satisfaction: Improve service delivery through monitoring and proactive problem-solving, ensuring high levels of customer satisfaction and retention.
• Process Improvement: Identify and implement process improvements to increase efficiency and meet departmental goals.
• Staff Development: Coach and mentor staff, providing training and development opportunities to enhance professional growth.
• Recruitment & Scheduling: Manage recruitment efforts and staff schedules to meet staffing requirements and maintain high service levels.
• Collaboration: Maintain positive working relationships between departments to foster a team-oriented environment.
• Reporting: Provide weekly performance reports, observations, and trends to leadership, outlining accomplishments and areas for improvement.
• Customer Care: Ensure all customer service functions are completed accurately and on time, including order entry, back-order process, and shipping.
• Conflict Resolution: Address customer concerns with discretion, ensuring a timely and professional resolution.

Qualifications:

• Experience: 5+ years of experience in customer service or call center roles. Previous supervisory or leadership experience is a plus.
• Skills: Proficiency in Microsoft Office (Word, Excel, Teams, Outlook), Zendesk, and strong communication (English/Spanish is a plus).
• Customer Service Expertise: Strong phone, email, and in-person customer service etiquette.
• Problem-Solving: Ability to resolve customer issues efficiently while maintaining a positive attitude.
• Leadership: Proven track record of managing and developing teams.
• Attention to Detail: Ability to monitor and improve service delivery with precision.

Physical Demands:

• Regularly required to sit, talk, and hear, as well as use hands and fingers.
• May require lifting boxes or packages up to 20 pounds.
• Ability to manage work stress and extended hours as needed.

Work Environment:

• This is an on-site position with no remote work options.

Job Type: Full-time
Schedule: Monday to Friday