Customer service supervisor job description for resume

Guide and direct customer service team towards achieving operational goals.

Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.

Ensure that customer complaints are resolved in a professional manner.

Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.

Hire and train customer service staff to deliver high class customer service.

Determine work procedures, work schedules, and workflow for customer service staff.

Perform annual reviews, appraisals and performance management reviews for the customer service staff.

Ensure that the customer calls are handled and answered in a timely and accurate fashion.

Develop standard procedures and policies for improving the service provided to customers.

Conduct meeting with Managers to discuss about process improvements and issues.

Maintain in-depth working knowledge of the company’s brands, systems and processes.

Monitor business and process metrics to measure and manage customer service effectiveness.

Educate customers about organization’s products or services.

Maintain communication with customers via emails, phone calls, mails, etc.

Prepare documentation and reports on routine customer correspondence for future reference purpose.

A Customer Service Supervisor oversees customer service representatives in a call center setting. Below is a general job description: The customer service supervisor is responsible for overall customer service and customer satisfaction. The customer service supervisor must effectively lead and motivate their team of junior customer service representatives, as well as provide employees with performance feedback, proper training, and guidance. A key aspect of this role is effectively leading the team and ensuring all customer service needs are met in a timely manner. The customer service supervisor must be familiar with the company’s products/services and the customers that are served. Customer communications is a regular part of this position.

Expert Tip

You should never use a creative resume

Many job seekers think that an eye-catching resume template will help them stand out to hiring managers and increase their chances of landing an interview. This is a myth put out by resume builders that value design over content.

The truth is that most hiring managers prefer a traditional resume format.

Creative resume templates, like the one pictured here, can actually hurt your chances of landing an interview. Instead, you should use a basic resume format that quickly communicates your basic information and qualifications–like the one included below.

Customer Service Supervisor resume (text format)

How confident are you feeling about your resume? If you need more help, you can always refer to the following resume sample for a position.

Name

Title

City, State or Country if international

Phone | Email

LinkedIn URL

CUSTOMER SERVICE SUPERVISOR PROFESSIONAL

Talented Customer Service Supervisor highly regarded for improving team performance on customer service metrics and SLA delivery.  Able to motivate teams and coach underperforming individuals into management potential. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.

CORE COMPETENCIES

• Customer Service

• De-escalations

• Performance Management

• Technical Expertise

• Crisis Resolution

• Sales

• Team Leadership

• Collaboration

• Training

PROFESSIONAL EXPERIENCE

Customer Service Supervisor

ZipJob, New York NY | Year to Year

Responsibilities

• Managed 4 Customer Service Account Managers and 20+ Customer Service Reps.

• Handled daily customer service calls and all escalated issues.

• Assigned and Monitored weekly/monthly income quotas.

• Developed training materials and implemented training schedules.

• Analyzed and reported departmental income, business trends and employee statistics on a weekly basis.

• Screened and hired all new employees for the department.

• Worked closely with other departments within the company to ensure proper handling of customer service issues.

Customer Service Manager

ZipJob, New York NY | Year to Year

Responsibilities

• Achieved "Best in Quest" recognition for all corporate metrics including First Call Resolution, Average Speed of Answer, Call Quality, Capture Rate and Service Factor

• Established individual productivity and quality metrics to compliment corporate-specific metrics

• Created and implemented competitive customer service program (Fantasy Customer Service) which resulted in improved employee engagement and customer satisfaction scores

• Successfully integrated dispatch into customer service from logistics

• Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty

EDUCATION

Complete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years
Complete Degree Name (Candidate) – Major (GPA: List if over 3.3)

• Relevant Coursework: List coursework taken (even include those you are planning on taking)

• Awards/Honors: List any awards, honors or big achievements

• Clubs/Activities: List clubs and activities in which you participated

• Relevant Projects: List 2-3 projects you have worked on

Everything you need to write your customer service supervisor resume

 Now that you’ve seen an example of a job winning Customer Service Supervisor resume, here are some tips to help you write your own. You should always begin with a summary section. Remember to use basic formatting with clear section headings and a traditional layout. Finally, be sure to include top skills throughout your resume. We’ve included several examples common for Customer Service Supervisor below.

Let’s start with your resume summary section.

1. Summary

 The resume summary replaces the out-of-date resume objective. A summary outlines the most impressive parts of your resume for easy recall by your potential employer, while also serving to fill in personal qualities that may not appear elsewhere on the page. Remember that summaries are short and consist of pithy sentence fragments! You can check out the Customer Service Supervisor resume example for more information!

Expert Tip

Always start with your most recent positions at the top of your resume. This is called reverse-chronological format, and keeps your most relevant information easy for hiring managers to review.

2. Formatting

Our experts recommend you start your resume with a resume summary, like the one above. Other common sections are Work Experience, Education, and either Skills or Core Competencies. Here are some guides from our blog to help you write these sections:

Some resumes will include other sections, such as  or . When it comes to what sections you need to include on your resume, you will know best!

Other sections for you to consider including are foreign language skills, awards and honors, certifications, and speaking engagements. These could all be relevant sections for your resume.

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3. Appropriate skills

Your resume should include all your skills that are relevant to your target job. Skills include both hard skills and soft skills. Hard skills are the technical know-how you need to complete a job, such as data analysis or HTML. You can include hard skills in your section. Soft skills are harder to quantify, so they require more information to explain your aptitude. Some examples include communication, problem solving, and emotional intelligence. Use several examples of how you use your key soft skills throughout your work history, profile summary, and resume title.

4. Experience section

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed.

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed. Most people will finish this section by listing daily duties in short bullet points. Don't be one of them! To make your resume stand out, you need to add your accomplishments and key skills to your resume's Work Experience section. Here are three tips from our experts:

1. Use the to describe a situation, task, action, and result. This is adapted from a behavioral interview technique, so interviewers will recognize the format. it's also a great chance for you to organize your key accomplishments.

2. Don't forget about LinkedIn! The majority of employers are going to look you up on LinkedIn, so it's smart to make sure your LInkedIn profile is up to date and in your resume's contact section.

3. Always include a cover letter. Not everyone will bother, so it helps you look like a serious job applicant. It's also your chance to introduce yourself: who you are, why you're applying for this job, and how you want to proceed.

Let’s wrap it up!

Standout resumes will include a resume summary, a traditional reverse-chronological layout, and the skills and experience relevant to your job target. This resume example shows how to include those elements on a page. It’s up to you to insert your personal compelling qualifications.

Keep your resume format easy to scan by both humans and computers; our resume template is designed by our experts to satisfy both audiences. And be sure to include your own skills, achievements, and experiences. Job-winning resumes are resumes that successfully market you, leading recruiters and hiring managers to want to learn more!

Finally, emphasize your interest with a customized cover letter. When writing, remember that the resume and cover letter should support each other. Check out our cover letter tips and examples for more advice.

Didn’t get the specific answers you were looking for on this page? Hire a professional resume writer to get the advice you need to land your next job. 

Related posts:

• ATS Resume Test: Free ATS Checker & Formatting Examples

• What Does Relevant Experience on a Resume Mean?

• How to Tailor Your Resume to Different Positions

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