Customer Service-Customer Service Manager

As a Customer Service Supervisor, you will lead a high-performing Customer Service team that provides critical support to our Dealer Network, Sales Team, and OEM department. This role combines day-to-day operational leadership with strategic oversight, ensuring service excellence, process efficiency, and alignment with company goals.

Customer Service Supervisor Responsibilities Include:

• Oversee the ADI and SPS Customer Service team, ensuring service levels are maintained across both lines of business.
• Manages FAD Supervisor
• Reports directly to the Director of Customer Experience.
• Leads day-to-day operations, ensuring consistency in process execution and workflow efficiency.
• Owns policy adherence, resource planning, and operational execution for the department.
• Manages escalations from Supervisors and addresses cross-functional issues with internal teams.
• Drives implementation of training programs, quality initiatives, and key team projects.
• Provide frontline support by answering calls and assisting the team during high-volume periods.
• Monitor daily workflows to ensure SLAs are met and customer satisfaction is upheld.
• Field and respond to inbound inquiries from dealers, TSMs, and RSMs.
• Monitor and assist with entries in Call to Resolution.
• Conduct monthly 1:1 meetings with direct reports to review performance, celebrate successes, and identify growth areas.
• Place team members on performance action plans when needed.
• Foster talent development by preparing high-potential team members for internal advancement opportunities.
• Conduct and document annual merit increase reviews based on performance and contribution.
• Communicate with dealers directly when escalations cannot be resolved at the team level.
• Participate in weekly and monthly meetings with Sales and Operations teams to align on initiatives.
• Help manage quarterly promotions in partnership with the Sales Team.
• Delegate tasks to Supervisors and Team Leads to balance workload and provide mentorship opportunities.
• Interview, onboard, and train new hires as needed.

Leadership Responsibilities Include:

• Adhere to Suburban Automotive Services’ DRIVEN values and align leadership behaviors with the company’s mission and vision.
• Manage department revenue and expenses within the approved budget, offering insight and recommendations to improve cost efficiency.
• Identify process gaps and update procedures as needed to support system improvements and operational excellence.
• Oversee the hiring process of direct reports and support recruitment efforts for indirect roles.
• Complete goal setting, individual development plans, and annual performance reviews for all direct reports.
• Coach and mentor staff to ensure understanding of responsibilities and consistent performance against expectations.
• Ensure compliance with operating procedures, company policies, and applicable legal or IT regulations.
• Promote a culture of engagement, accountability, and continuous improvement.
• Maintain open, proactive communication with team members, peers, and leadership.

Customer Service Supervisor Qualifications and Skills:

• Exceptional oral and written communication skills.
• Strong customer service orientation with a proactive problem-solving approach.
• Excellent time management and multi-tasking skills.
• Self-starter with a strong sense of ownership.
• Collaborative team player with a positive and professional demeanor.
• Minimum 5 years of customer service experience, including supervisory or team lead roles.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook, etc.).

Customer Service Supervisor Working Conditions and Physical Demands Include:

• 85% of the time this job is completed while sitting.
• 15% of the time this job is completed while walking, standing, and light lifting.