A customer service supervisor is in charge of customer service for the company for which he or she works. Many companies consider customer service to be an important part of their services, and many customers expect a high level of service. With the advent of online customer service reviews, this position has become even more critical, as companies can quickly earn a reputation for providing poor service that can be difficult to shake.
Customer service supervisors are typically in charge of hiring and training customer service employees. Customer service representatives can answer questions, process billing inquiries, and provide other forms of assistance to the public after the supervisor provides them with basic information about company policies and procedures. Customer service representatives are also given general customer service training, with an emphasis on instilling good habits that will help the company maintain a positive reputation.
Customers may be dealt with directly the customer service supervisor. A supervisor can handle a major problem on his or her own, and employees can refer difficult customers who they believe need extra attention. Customers can also choose to escalate a complaint asking for a supervisor’s attention rather than a customer service representative’s. The supervisor may oversee calls and other interactions between representatives and customers, as well as provide other quality control services to ensure that customers receive excellent service regardless of who they work with.
The company’s customer service supervisor must develop policies and a long-term customer service philosophy. Customer service requirements can change over time, and businesses must be able to adapt to these changes. Customer service supervisors deal with issues like international customers who want service during their business hours, promotional campaigns that require customer service, and recalls and other product-related announcements that may result in high demand for customer service.
A customer service supervisor’s salary is determined where he or she works, the supervisor’s level of experience, and the company’s size. Many have business or related degrees, and some have received customer service training. To advance to the position of customer service supervisor, an individual must have prior experience as a customer service representative, as well as glowing supervisor recommendations and ample evidence of customer service skills, including the ability to remain calm under pressure.