Customer Service Supervisor

FAIRWAY LAWNS

Little Rock, AR

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JOB DETAILS

SKILLS

Administrative Skills, Call Centers, Call Volume, Coaching, Communication Skills, Corporate Policies, Customer Escalations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Leadership, Maintain Compliance, Mentoring, Operational Strategy, Operations, Performance Analysis, Performance Management, Performance Metrics, Process Development, Process Improvement, Regulations, Resolve Customer Issues, Service Delivery, Service Level Agreement (SLA), Strategic Planning, Team Lead/Manager, Team Player, Trend Analysis

LOCATION

Little Rock, AR

POSTED

1 day ago

Job Summary:

A customer service supervisor will lead and support a team of customer service representatives in delivering exceptional service. In this role, you will oversee daily operations, coach and develop team members, manage performance metrics, and ensure high-qualityinteractions with customers. The ideal candidate is a strong leader with a customer-first mindset, excellent communication skills, and the ability to thrive in a fast-paced call center environment.

Key Responsibilities:

Supervise, mentor, and lead a team of call center representatives to achieve performance targets and service level agreements (SLAs).
Monitor and evaluate daily call volume, quality, and team productivity using key performance indicators (KPIs).
Provide regular coaching, feedback, and training to improve individual and team performance.
Handle complex or escalated customer issues professionally and promptly.
Develop and implement strategies to improve customer satisfaction and operational efficiency.
Schedule and coordinate shift coverage to ensure adequate staffing levels.
Collaborate with other departments to resolve customer issues and streamline processes.
Prepare and present performance reports and recommend improvement plans to senior leadership.
Ensure team compliance with company policies, procedures, and industry regulations.
Collaborate with branch leadership to ensure alignment and process improvements.
Partner with front line to identify call trends.
Peer to peer collaboration.
Administrative tasks
- Payroll
- Attendance
- Scheduling
- HR partnership
- Recruiting/Interviewing
- Call log management
Fosters an environment that includes accountability, teamwork, and continuous learning.

About the Company

FAIRWAY LAWNS

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