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Verst Logistics · 1 week ago

Customer Service Representative Supervisor

Hebron, KY

Full-time

Onsite

Mid, Senior Level

$55K/yr - $65K/yr

Verst Logistics is a logistics company seeking a Customer Service Representative Supervisor. The role involves leading a team of customer service agents, handling escalated customer complaints, and developing customer service policies and procedures.

Transportation/Trucking/Railroad

Responsibilities

Team Leadership: Recruit, train, mentor, and evaluate customer service agents; delegate tasks and manage schedules

Customer Resolution: Handle complex or escalated customer complaints, issues, and major incidents that agents can't resolve

Process & Policy: Develop, implement, and enforce customer service standards, policies, and procedures

Performance Monitoring: Track key metrics (KPIs), analyze data, and report on customer satisfaction, identifying areas for improvement

Training & Development: Train agents on product knowledge, service scripts, software, and effective communication

Communication: Act as a liaison between agents, management, and customers, often using phone, email, or social media

Qualification

CRM software proficiencyAnalytical skillsLeadership skillsProblem-solving abilitiesCommunication skills

Required

Team Leadership: Recruit, train, mentor, and evaluate customer service agents; delegate tasks and manage schedules

Customer Resolution: Handle complex or escalated customer complaints, issues, and major incidents that agents can't resolve

Process & Policy: Develop, implement, and enforce customer service standards, policies, and procedures

Performance Monitoring: Track key metrics (KPIs), analyze data, and report on customer satisfaction, identifying areas for improvement

Training & Development: Train agents on product knowledge, service scripts, software, and effective communication

Communication: Act as a liaison between agents, management, and customers, often using phone, email, or social media

Strong leadership, interpersonal, and communication skills

Excellent problem-solving and decision-making abilities

Proficiency with CRM software and office tools

Ability to work under pressure and manage difficult situations

Analytical skills to review data and drive process improvements

Company

Verst Logistics

Verst Logistics, a leading third-party logistics provider, specializes in a wide range of services including omnichannel fulfillment, shrink sleeve labeling, dedicated transportation, and brokerage with warehouses strategically located nationwide.

Founded in 1966