A customer service supervisor is responsible for managing customer service for the company he or she works for. Customer service is viewed as an important part of the services offered by many companies, with many customers expecting a high level of customer service. The advent of reviews of customer service on the Internet has made this position even more critical, as companies can quickly earn a reputation for providing bad service which may be hard to shake.
Customer service supervisors are usually responsible for hiring the employees who provide customer service, and training these employees. The supervisor provides employees with basic information about company policies and procedures so that customer service representatives can answer questions, process billing inquiries, and provide other forms of assistance to the public. Customer service representatives are also given training in customer service as a whole, with a focus on teaching them good habits which will promote a good reputation for the company.
The customer service supervisor may also work directly with customers. A major problem may be handled personally by the supervisor, and employees can also pass on difficult customers whom they feel require extra care. Customers may also choose to escalate a complaint, requesting attention from a supervisor rather than a customer service representative. The supervisor may monitor calls and other interactions between representatives and customers, and provide other quality control services which are designed to ensure that customers benefit from good service no matter whom they work with.
The customer service supervisor must formulate policies and develop a long term customer service philosophy for the company. Customer service needs can shift over time, and companies need to be able to be flexible to work with these changes. Customer service supervisors deal with problems such as international customers who want service during their business hours, management of promotional campaigns which involve customer service needs, and the implementation of recalls and other product-related announcements which may generate heavy demand for customer service.
The salary for a customer service supervisor varies, depending on where he or she works, the supervisor's level of experience, and the size of the company. Many hold degrees in business or related fields, with some receiving customer service training. To rise to the rank of customer service supervisor, someone generally needs experience as a customer service representative, paired with glowing recommendations from supervisors and an ample demonstration of customer service skills including the ability to keep cool under strain.