Customer Service Supervisor

We are seeking a driven and people-focused Customer Service Supervisor to lead a high-performing customer service team. This role is ideal for a leader who enjoys coaching others, driving performance, and creating exceptional customer experiences. You’ll play a key role in developing team members, improving service delivery, and fostering a positive, collaborative culture. If you thrive in a fast-paced environment and are passionate about mentoring employees while delivering outstanding customer outcomes, we’d love to connect with you!

Work Model:

• Hybrid

What You Will Do:

• Direct, coach, and develop Customer Service team members to achieve individual and team performance goals
• Conduct performance reviews, one-on-one coaching sessions, and employee development planning
• Monitor performance metrics, including efficiency, responsiveness, and customer satisfaction, and communicate results to leadership
• Maintain employee performance documentation and identified coaching and improvement opportunities
• Oversee PTO requests and staffing schedules to maintain adequate team coverage
• Resolve escalated customer concerns and ensure timely issue resolution
• Review team communications, email activity, and service channels to maintain quality and responsiveness
• Champion employee engagement, continuous improvement, accountability, teamwork, and customer-focused service excellence

What You Will Need to Be Successful:

• 3-5+ years of customer service experience with knowledge of customer service operations and best practices
• 2+ years of leadership or supervisory experience preferred
• Associate degree or equivalent combination of education and experience
• Experience coaching, mentoring, and developing employees
• Ability to analyze performance metrics and implement process improvements
• Strong verbal and written communication, relationship-building, and conflict resolution skills
• Proven ability to lead teams while managing multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office and business systems, with a customer-focused approach to service excellence

Benefits Overview:

• Health, dental, and vision insurance
• Life and long-term disability insurance
• 401k
• PTO

Interested and qualified candidates can contact Palmer Group at (515) 225-7000 or email resumes@thepalmergroup.com.