Customer Service Supervisor

Lawn Squad has been proudly serving the local community for over 20 years. Our Lawn technicians specialize in numerous facets of lawn care including fertilization, weed and pest control, as well as aeration and seeding. We take pride in helping residential and commercial properties throughout Ohio look and feel their best. Our team combines years of experience with a passion for lawn care to deliver results that keep lawns healthy and safe throughout every season. We make it a point to treat our customers properties like our own and ensure that the end result not only meets but exceeds their expectations.

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team to ensure exceptional customer experiences, timely issue resolution, and achievement of departmental performance goals. This role provides leadership, coaching, and support to customer service representatives while monitoring key performance indicators, identifying process improvements, and maintaining high standards of service quality. The Customer Service Supervisor serves as a point of escalation for complex customer concerns and collaborates with cross-functional teams to enhance customer satisfaction and operational efficiency.

Responsibilities:

• Supervise, coach, and support a team of customer service representatives to ensure high-quality customer interactions.
• Monitor daily team performance, productivity, and service metrics, including response times, customer satisfaction, and quality standards.
• Conduct regular performance evaluations and provide ongoing feedback, coaching, and development opportunities.
• Assist with recruiting, onboarding, training, and scheduling customer service staff.
• Handle escalated customer inquiries, complaints, and complex service issues, ensuring timely and satisfactory resolution.
• Analyze customer service data and trends to identify opportunities for process improvements and increased efficiency.
• Maintain and enforce compliance with company policies, procedures, and service standards.
• Collaborate with operational, sales, marketing, and other departments to resolve customer concerns and improve the customer experience.
• Develop and update customer service procedures, training materials, and best practices.
• Prepare reports and communicate team performance, trends, and recommendations to leadership.
• Foster a positive, customer-focused work environment that promotes teamwork, accountability, and continuous improvement.
• Other duties and projects as assigned.

Requirements:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
• 2-5 years of customer service experience, preferably in a call center or customer support environment.
• Prior supervisory, team lead, or leadership experience preferred.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication skills.
• Ability to resolve customer issues professionally and effectively.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office Suite and customer relationship management (CRM) systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.