What does a Customer Service Supervisor do?
A customer service supervisor is responsible for directing the staff in providing the best services to the customers. Customer service supervisors' duties include evaluating the performance of the service staff, implementing strategic procedures to improve operations, developing promotional offers and products to increase the business' revenues, keeping documents of operation records, and assisting with customer's inquiries and complaints. A customer service supervisor must have exceptional leadership and decision-making skills to lead the service staff with daily operations.
Customer service supervisor responsibilities
Here are examples of responsibilities from real customer service supervisor resumes:
- Manage customer relationships and acting Salesforce administrator.
- Develop and manage sales/customer service agents by monitoring productivity, quality and adherence using KPI's.
- Manage services and supports for intellectually and developmentally disable individuals, within compliance with all Medicaid and I/DD waiver regulations.
- Perform employee monthly/annual reviews/evaluations, payroll, and disciplinary actions.
- Develop service and performance management standards, facilitating exceptional patient experiences for patients and families of the medical center.
- Give estimates on installation of windows and doors.
- Answer questions from and provide information to customers about groceries sale.
- Identify agent s strengths and areas of improvement in performance and behavior utilizing ACD reporting and monitoring.
- Greet and assist customers; weigh, scan, and package groceries, handle cash and operate terminal.
- Design and implement a new training program for POS associates, yielding better preparation for role and higher performance results.
- Develop processes for automatic handling of time sensitive emails in SalesForce such as FOIA requests and threats of legal action.
- Inspect all preventative maintenance equipment fire safety equipment, HVAC filter changes, old quest water pipes and all appliances.
- Balance and service each ATM on a daily basis, then record the activity on the ATM activity log sheet.
- Remove money canisters from ATM, and replenish machine supplies, such as deposit envelopes, receipt paper, and cash.
- Introduce POS communication binders, improving cashier procedural understanding and efficiency.
Customer service supervisor skills and personality traits
We calculated that 16% of Customer Service Supervisors are proficient in Strong Customer Service, Customer Care, and Customer Support. They’re also known for soft skills such as Leadership skills, Management skills, and Time-management skills.
We break down the percentage of Customer Service Supervisors that have these skills listed on their resume here:
- Strong Customer Service, 16%
Utilized strong customer service skills in order to ensure that the clients work is done in a timely and efficient manner.
- Customer Care, 15%
Monitored customer Care representative's telephone calls and reviewed quality assurance data, scored and other transaction records to evaluate performance.
- Customer Support, 10%
Provide point-of-contact customer support, streamline ordering for over 50 proprietary product categories, and conduct comprehensive data analysis.
- Payroll, 4%
Coordinated data entries for payroll documents and overtime justification.
- Customer Complaints, 4%
Supervised employees and provided excellent customer service including greeting customers, handling customer complaints, and assisting customers in locating merchandise.
- Front End, 4%
Supervised and coordinated activities of front end employees engaged in customer service activities.
Common skills that a customer service supervisor uses to do their job include "strong customer service," "customer care," and "customer support." You can find details on the most important customer service supervisor responsibilities below.
Communication skills. customer service supervisor responsibilities often require "communication skills." The duties that rely on this skill are shown by the fact that "customer service representatives must be able to provide clear information in writing, by phone, or in person." This resume example shows what customer service supervisors do with communication skills on a typical day: "facilitated inter-departmental communication to effectively provide customer support, trained staff on operating procedures and company services. "
Problem-solving skills. Another common skill required for customer service supervisor responsibilities is "problem-solving skills." This skill comes up in the duties of customer service supervisors all the time, as "representatives must determine solutions to customers’ problems." An excerpt from a real customer service supervisor resume shows how this skill is central to what a customer service supervisor does: "reconciled cash drawers, conducted audits, and resolved accounts. "
The three companies that hire the most customer service supervisors are:
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Compare different customer service supervisors
Customer service supervisor vs. Service lead
A service lead is an individual who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns. In case a team member is unable to resolve customer issues, service leads are required to identify a solution to the customer query or direct them to another department. Service leads must also conduct periodic evaluations of team members to discuss performance and note their improvement areas.
While similarities exist, there are also some differences between customer service supervisors and service lead. For instance, customer service supervisor responsibilities require skills such as "customer care," "customer support," "payroll," and "corrective action." Whereas a service lead is skilled in "food service," "food safety," "exceptional client," and "client service." This is part of what separates the two careers.
On average, service leads reach similar levels of education than customer service supervisors. Service leads are 4.1% more likely to earn a Master's Degree and 0.2% more likely to graduate with a Doctoral Degree.Customer service supervisor vs. International customer service representative
An international customer service representative usually communicates with an international client. Their work is to take calls and answer queries about a particular product or service. They promote keep track of shipments to ensure that they will be delivered on time. They act as a liaison between a particular company and its client. This position requires someone who is customer-oriented and has organizational and management skills.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer service supervisor responsibilities are more likely to require skills like "strong customer service," "customer care," "payroll," and "front end." Meanwhile, an international customer service representative has duties that require skills in areas such as "logistics," "international customer service," "forwarders," and "purchase orders." These differences highlight just how different the day-to-day in each role looks.
International customer service representatives earn a lower average salary than customer service supervisors. But international customer service representatives earn the highest pay in the health care industry, with an average salary of $35,055. Additionally, customer service supervisors earn the highest salaries in the finance with average pay of $38,952 annually.In general, international customer service representatives achieve similar levels of education than customer service supervisors. They're 1.8% more likely to obtain a Master's Degree while being 0.2% less likely to earn a Doctoral Degree.Customer service supervisor vs. Team supervisor
The responsibilities of a team supervisor depend on one's place or industry of employment. Most of the time, it is their role to oversee operations and work performance within the team, delegate tasks, set the budget and sales target, train new members of the workforce, and ensure to meet all goals while maintaining efficiency in all aspects. Furthermore, as a team supervisor, it is essential to lead and encourage the staff to their fullest potential and implement the workplace's policies.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer service supervisor resumes include skills like "strong customer service," "customer care," "customer support," and "front end," whereas a team supervisor is more likely to list skills in "direct supervision," "safety procedures," "lead generation," and "store operations. "
Team supervisors typically earn similar educational levels compared to customer service supervisors. Specifically, they're 3.8% more likely to graduate with a Master's Degree, and 0.2% more likely to earn a Doctoral Degree.Customer service supervisor vs. Customer service representative manager
A customer service representative manager is responsible for ensuring customers' satisfaction by addressing their needs and managing their complaints about goods and services offered by the company. A customer service manager monitors staff performance, trains new customer service staff, implements strategic procedures to assist customers, allocates the department's budget and resources, creates loyalty programs, and sets customer service operations goals. A customer service representative manager must display outstanding communication and leadership skills to oversee daily operations and maintain a good reputation for the company.
Types of customer service supervisor
Updated January 8, 2025
