customer service supervisor responsibilities resume

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Customer Service Supervisor Job Description

A customer service supervisor oversees, leads, and trains a company’s service staff. Customer service supervisors investigate and solve product and service complaints. Also known as customer service manager.

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Customer Service Supervisor Job Description Template

We are looking to hire an exemplary customer service supervisor to coach our service staff to deliver exceptional customer service. The customer service supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records, and communicate promotional offers to customers.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Customer Service Supervisor Responsibilities:

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Managing cashier coverage and customer flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.

Customer Service Supervisor Requirements:

• High school diploma, GED, or suitable equivalent.
• 2+ years of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Available to work shifts.

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Call center manager job description, call center supervisor job description, customer service manager job description, customer service supervisor interview questions, call center manager interview questions, call center supervisor interview questions, customer service manager interview questions.

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Customer Service Supervisor Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer service supervisor resume sample.

The customer service supervisor is a leadership position who oversees many facets of a customer service team. These individuals usually have extensive experience in customer-facing and/or team leadership roles. As a customer service supervisor, you will be responsible for training and mentoring customer service representatives, tracking employee performance, monitoring key metrics, solving high-level issues and complaints, and more. To become a customer service supervisor, you should have keen problem solving skills, strong leadership abilities, and be an effective multitasker. For this role, a minimum of an associate's degree is necessary, however a bachelor’s degree could help you land this role more easily. Moreover, hiring managers will be looking for candidates with 3-5 years experience in customer-facing roles, such as experience as a sales representative, customer care representative, or telephone sales representative. You must show hiring managers you understand how to effectively manage and solve customer complaints. In addition, candidates for the role should have excellent time management and leadership skills.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer service supervisor resume in 2024,    detail your ability to train and mentor others.

Since customer service supervisors are responsible for overseeing day-to-day productivity of the customer service team, it’s important that they are able to identify areas for growth and improve employee performance quickly. Any and all experience you have teaching, mentoring, or training others should be outlined on your resume.

   Highlight your experience giving constructive feedback

Customer service managers will be asked to give employees actionable feedback to improve their customer service and KPIs. For this reason, it’s important to have managerial skills such as delivering constructive feedback. Any courses you’ve taken or experiences you’ve had that relate to giving constructive feedback should be highlighted on your resume.

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

   Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

   Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Customer Service Team Lead Resume Sample

Customer service manager resume sample.

We spoke with hiring managers from top companies like Amazon, Zappos, and American Express, who are responsible for recruiting customer service supervisors. They shared insider tips on what they look for in resumes that stand out. Here are the top tips they recommend to help your resume rise to the top of the pile.

   Highlight your leadership experience

Hiring managers want to see that you have experience leading and motivating a team. Use specific examples from your past roles to show how you coached and developed your direct reports.

• Led a team of 15 customer service representatives, providing ongoing coaching and mentoring that resulted in a 20% improvement in customer satisfaction scores
• Implemented a new training program for all new hires, reducing onboarding time by 25% and increasing first-call resolution rates by 15%

Avoid simply listing your management duties or the number of people you supervised without providing context on your leadership abilities and impact.

   Show your problem-solving skills

As a customer service supervisor, you'll be responsible for handling escalated issues and finding solutions to keep customers happy. Demonstrate your problem-solving abilities through concrete examples.

• Resolved an average of 50+ complex customer issues per week, collaborating with cross-functional teams to find win-win solutions
• Created a new escalation process that reduced customer wait times by 30% and improved resolution rates by 20%

Don't just say you have problem-solving skills. Prove it by showing how you identified issues, developed solutions, and measured the positive results.

   Emphasize your communication abilities

Effective communication is critical for customer service supervisors, both with customers and with your team. Highlight examples of how you used your communication skills to achieve positive outcomes.

Partnered with the marketing team to revamp customer messaging, resulting in a 15% reduction in call volume and a 10% boost in customer engagement scores.

Share an example of a challenging communication situation you successfully navigated.

• Handled angry customers on a daily basis

Instead, quantify the impact and provide more context:

• De-escalated an average of 10 frustrated customers per day, listening attentively to their concerns and finding creative solutions to turn the situation around, resulting in a 95% customer satisfaction rating for these interactions

   Quantify your achievements

Numbers jump off the page and grab the hiring manager's attention. Whenever possible, use metrics to show the impact you had in your previous roles.

Don't just list your responsibilities like this:

• Responsible for coaching team members
• Handled customer complaints
• Created the team schedule

Instead, quantify your achievements:

• Coached 12 team members to an average 25% improvement in key performance metrics
• Resolved 100+ customer escalations per month with a 98% satisfaction rate
• Created schedules for a team of 20 agents that optimized coverage and reduced overtime costs by 15%

Using numbers helps the hiring manager envision the impact you could have on their team.

   Tailor your resume to the job description

Hiring managers want to see that you have the specific skills and experience they're looking for. Customize your resume to each job you apply to by echoing the language in the job description.

For example, if the job description mentions:

• Experience with Zendesk ticketing system
• Knowledge of Salesforce CRM
• Ability to interpret customer feedback data

Make sure to include those specific skills and tools on your resume (as long as you actually have that experience). This will help your resume make it through applicant tracking systems and show the hiring manager you're a strong fit.

   Include relevant certifications

In addition to your work experience, certifications can help your resume stand out and show your commitment to ongoing learning and development in customer service.

Some examples of relevant certifications include:

• Certified Customer Service Professional (CCSP)
• Call Center Supervisor Certification from ICMI
• Salesforce Certified Service Cloud Consultant

List your certifications in a separate section on your resume, including the full name of the certification, the issuing organization, and the date you earned it.

CERTIFICATIONS Certified Customer Service Professional (CCSP), Customer Service Institute of America, 2019 Call Center Supervisor Certification, International Customer Management Institute (ICMI), 2021

If you don't yet have certifications, consider pursuing one or two relevant to the jobs you're applying for. They can help validate your skills and make your resume more compelling.

Writing Your Customer Service Supervisor Resume: Section By Section

  summary.

A resume summary for a Customer Service Supervisor role is optional, but it can be a valuable addition if you want to provide context or highlight key qualifications that may not be immediately apparent from the rest of your resume. It's especially useful if you're making a career change or have extensive experience that you want to summarize. However, avoid using an objective statement, as it's outdated and focuses on what you want rather than what you can offer the employer.

When writing your summary, focus on your most relevant skills, experiences, and achievements that align with the Customer Service Supervisor position. Keep it concise, ideally no more than a few sentences or a short paragraph. Remember, your resume itself is already a summary of your qualifications, so avoid repeating information that's already covered elsewhere.

To learn how to write an effective resume summary for your Customer Service Supervisor resume, or figure out if you need one, please read Customer Service Supervisor Resume Summary Examples , or Customer Service Supervisor Resume Objective Examples .

1. Highlight your customer service expertise

When crafting your summary for a Customer Service Supervisor position, it's crucial to showcase your customer service expertise. Emphasize your experience in managing and leading customer service teams, as well as your ability to handle complex customer issues and ensure customer satisfaction.

Avoid generic statements like:

• Experienced supervisor with a proven track record of success.
• Hardworking and dedicated professional seeking a challenging role.

Instead, focus on specific skills and experiences that demonstrate your customer service expertise:

• Customer Service Supervisor with 5+ years of experience leading teams in fast-paced call center environments, consistently exceeding customer satisfaction targets.
• Skilled in training and mentoring customer service representatives to deliver exceptional support and resolve complex issues efficiently.

2. Emphasize your leadership and problem-solving skills

As a Customer Service Supervisor, your ability to lead teams and solve problems is essential. Use your summary to highlight these key skills and provide examples of how you've successfully demonstrated them in your career.

Results-driven Customer Service Supervisor with a track record of leading teams to achieve high customer satisfaction ratings. Adept at implementing process improvements to streamline operations and reduce response times. Proven ability to mentor and develop team members to reach their full potential.

In contrast, avoid vague or cliché statements that don't provide concrete examples of your skills:

• Strong leadership abilities and problem-solving skills.
• Excellent communicator and team player.

  Experience

In the work experience section of your customer service supervisor resume, you need to showcase your relevant experience and accomplishments. This is the most important section of your resume, as it's where hiring managers will spend the most time evaluating your fit for the role.

In this section, we'll cover what to include and how to write about your work experience to make a strong impression:

1. Use strong, relevant action verbs

When describing your work experience, use strong action verbs that are relevant to customer service and leadership roles, such as:

• Managed a team of 15 customer service representatives
• Coached and mentored team members to improve performance
• Resolved complex customer issues and complaints
• Implemented new training programs to enhance team skills

Avoid generic or weak verbs like "responsible for" or "helped with". Instead, choose verbs that demonstrate your leadership, problem-solving, and customer service abilities.

2. Highlight your leadership experience

As a customer service supervisor, leadership experience is crucial. Highlight any management or leadership roles you've held, such as:

• Supervised a team of 20+ customer service agents
• Conducted performance reviews and provided feedback to team members
• Led team meetings and training sessions
• Collaborated with other departments to improve customer experience

If you've received any promotions or taken on increasing levels of responsibility, make sure to showcase that progression in your work experience section.

3. Showcase your customer service skills

While leadership is important, don't forget to highlight your customer service skills as well. Provide specific examples of how you've excelled in customer service, such as:

• Maintained a customer satisfaction rating of 95%+ over 2 years
• Resolved 100+ customer complaints per week while meeting all SLAs
• Implemented a new customer feedback system that increased CSAT scores by 10%

Reduced average handle time by 20% through coaching and process improvements, while maintaining high quality scores.

Use metrics and specific examples to demonstrate the impact of your customer service skills.

4. Use industry-specific terminology

Using industry-specific terminology shows that you understand the customer service landscape and can speak the language of the field. Some examples include:

• Utilized Zendesk to manage and track customer support tickets
• Developed SOPs for common customer scenarios to ensure consistent service
• Analyzed NPS scores and customer feedback to identify areas for improvement

However, be sure to spell out any acronyms at least once and don't overuse jargon or technical terms. Your resume should still be easily understandable to someone outside of the customer service industry.

  Education

Your education section shows hiring managers that you have the knowledge to succeed in the customer service supervisor role. It also gives them a sense of your career trajectory and background. Here are some tips to make your education section compelling:

1. Put education at the top if you're a recent grad

If you graduated within the past 3 years and have limited work experience, put your education section above your work history. This highlights your most relevant qualifications first.

You can also include relevant coursework, academic achievements, and extracurriculars in this case, to flesh out your experience. For example:

Bachelor of Business Administration, University of Texas at Austin Relevant Coursework: Principles of Customer Service, Business Communications, Leadership & Management Dean's List 2019, 2020

2. Keep education concise if you're experienced

If you have several years of customer service experience, keep your education section brief. Include your degree, university name, and graduation year. For example:

MBA, Colorado State University, 2015 BA, Communications, University of Denver, 2010

Hiring managers will be more interested in your work accomplishments than education at this stage. Focus your resume on your professional track record.

3. Include relevant certifications with education

If you have customer service or leadership certifications, you can list them in your education section. This works well if you only have 1-2 degrees to list, so your education section looks more robust.

Include the certification name, organization, and date completed. For example:

• Certified Customer Service Professional (CCSP), 2020
• Professional in Customer Service (PCS), ICSA, 2018

If you have several relevant certifications, you may want to break them out under a separate "Certifications" section. This works well for more experienced candidates.

  Skills

The skills section of your resume is a critical component that showcases your top abilities to potential employers. As a customer service supervisor, it's essential to highlight the right mix of technical skills, industry knowledge, and leadership abilities that demonstrate your value and expertise. In this section, we'll walk you through the key steps to crafting a compelling skills section that will catch the attention of hiring managers and help you land your next job.

1. Identify relevant customer service skills

When listing skills on your resume, it's crucial to focus on those that are most relevant to the customer service supervisor role. Review the job description carefully and identify the key skills and qualifications the employer is looking for.

Some examples of relevant skills for a customer service supervisor include:

• Customer relationship management (CRM) software
• Call center operations
• Team leadership and coaching
• Problem-solving and conflict resolution
• Data analysis and reporting

By aligning your skills section with the job requirements, you demonstrate to the hiring manager that you have the necessary expertise to excel in the role.

2. Organize skills into categories

Grouping your skills into categories can help make your skills section more readable and impactful. This is especially important for customer service supervisors, as you likely have a diverse set of skills spanning technical expertise, leadership abilities, and industry knowledge.

Here's an example of how you might organize your skills:

Customer Service : Complaint resolution, customer retention, call center operations Leadership : Team training, performance management, coaching Technical : CRM software (Salesforce, Zendesk), data analysis, reporting

By categorizing your skills, you make it easy for the hiring manager to quickly assess your qualifications and see how you can contribute to their organization.

3. Tailor skills to the job description

Many companies use applicant tracking systems (ATS) to screen resumes for relevant keywords before they even reach a human reviewer. To increase your chances of passing the ATS and catching the hiring manager's attention, it's essential to tailor your skills section to the specific job you're applying for.

Here's an example of a generic, untailored skills section:

Customer service Leadership Communication Problem-solving

While these skills are important, they don't provide any specific details or context. Instead, try tailoring your skills to the job description, like this:

Expertise in Zendesk CRM software, as mentioned in the job description Proven ability to lead and motivate customer service teams of 10+ members Strong problem-solving skills, with experience resolving escalated customer complaints

By customizing your skills section to the job, you demonstrate your fit for the role and increase your chances of getting noticed by the hiring manager.

4. Quantify your skills with metrics

Whenever possible, quantify your skills with specific metrics or examples that demonstrate your impact. This helps the hiring manager understand the scope of your abilities and visualize how you can contribute to their team.

For example, instead of simply listing "customer retention" as a skill, you could say:

Implemented customer retention strategies that reduced churn by 15% year-over-year

Similarly, rather than just listing "team leadership," you could specify:

Managed a team of 20+ customer service representatives, improving overall team performance by 25%

By quantifying your skills, you provide concrete evidence of your expertise and make a stronger case for your candidacy.

Skills For Customer Service Supervisor Resumes

Here are examples of popular skills from Customer Service Supervisor job descriptions that you can include on your resume.

• Customer Service Management
• Social Media
• Cash Handling
• Customer Support
• Contact Centers
• Microsoft Access
• Operations Management

Skills Word Cloud For Customer Service Supervisor Resumes

This word cloud highlights the important keywords that appear on Customer Service Supervisor job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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•  Get a resume score compared to other Customer Service Supervisor resumes in your industry.

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•  Find the Customer Service Supervisor skills your resume is missing.

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Customer Service Supervisor Resumes

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Customer Service Supervisor Resume Examples and Templates for 2024

• Resume Examples

How To Write a Customer Service Supervisor Resume

• Resume Text Examples

To build an eye-catching customer service supervisor resume, highlight career achievements that illustrate your ability to manage diverse teams and positively impact performance metrics.

Demonstrate your background in developing forward-thinking work cultures and identifying opportunities to enhance customer service delivery. Show prospective employers your proven track record of creating value for your teams, customers, and organizations. Get expert tips and insights to help you craft an accomplishment-driven resume.

• Entry-Level
• Senior-Level

1. Create a profile by summarizing your customer service supervisor qualifications

Because hiring managers often have limited time to evaluate each application they receive, it’s important to grab their attention early. Lead with a strong opening summary to set the tone for your resume and draw the reader in. Start with an opening sentence that lists your job title, years of experience, and three to four specializations that match the job posting. In the subsequent sentences, illustrate your background building and leading diverse teams. Demonstrate to prospective employers you have a proven history of driving customer satisfaction and success.

Professional Profile - Example #1

A customer service supervisor with five years of professional experience specializing in operations management, human resources, client relations, and team leadership. A proven track record of building and leading cross-functional teams to enhance customer service ratings.

Professional Profile - Example #2

A customer service supervisor with over 10 years of professional experience in health care, specializing in patient success, continuous improvement, and operations management. A proven track record of communicating effectively with patients and customer service teams. Adept at building high-performance organizations and establishing collaborative work cultures

2. Create a powerful list of your customer service supervisor experience

A successful manager needs to build strong work cultures that will empower and engage the team members they supervise. They must also achieve customer service metrics and identify opportunities to help the organization grow. Create a results-driven professional experience section that features tangible examples of these achievements to grab the attention of prospective employers and accelerate your job search.

To paint a clearer picture of your experience, incorporate key metrics, monetary figures, and data into your bullet points. For example, if you spearheaded an initiative to enhance service delivery, highlight the impact your efforts had on customer satisfaction ratings. If you’ve established collaborative, inclusive work environments in the past, draw attention to employee engagement or retention metrics.

Professional Experience - Example #1

Customer Service Supervisor, MedExpress, Seattle, WA | October 2017 – present

• Oversee call center daily operations for telemedicine and in-person appointments for over 12 urgent care locations, monitor and track key performance indicators (KPIs) and quality metrics, coordinate scheduling, and collaborate with corporate teams to define service standards
• Manage a team of over 40 customer service representatives and provide training on communication protocols, customer service standards, and de-escalation techniques
• Identify opportunities to improve the patient experience and operational performance, resulting in a 10% reduction in wait times and a 92% patient satisfaction rating

Professional Experience - Example #2

Customer Service Supervisor, AllModern, Detroit, MI | October 2019 – present

• Coordinate daily operations in a fast-paced retail environment and optimize workflows to improve the efficiency of frontline sales, home delivery, and product returns, resulting in a 91% average for positive customer surveys
• Manage a team of over 20 sales associates and retail staff, provide training on communication and customer service protocols, and conduct evaluations on performance and surveys
• Develop employee incentives to improve team engagement, augment membership enrollments by 10%, and increase responses to customer surveys by 15%

3. Add customer service supervisor education and certifications

In addition to your education, highlight relevant certifications to bolster your application during the hiring process. Although these credentials aren’t always mandatory, they can help you stand out in a crowded job market. The Certified Customer Service Manager (CCSM) is a staple for this occupation, but the Certified Professional in Customer Service designation is another strong option.

• [Degree Name]
• [School Name], [City, State Abbreviation] | [Graduation Year]
• Bachelor of Business Administration (B.B.A.)
• University of Washington, Seattle, WA | 2016

Certifications

• [Certification Name], [Awarding Organization], [Completion Year]
• CCSM, Customer Service Institute | 2020
• Certified Professional in Customer Service (CPCS), ICSA, | 2019

4. Make a list of your customer service supervisor-related skills and proficiencies

Organizations utilize Applicant Tracking Systems (ATS) to screen potential candidates based on specific keyword parameters. If your resume lacks the key terms the company seeks, they may reject your document before it gets into the hiring manager’s hands. To prevent this, integrate as many relevant keywords as possible into your profile, work experience, and skills section. Be sure to demonstrate a mix of customer service, operations management, and leadership skills throughout your document. Below, you’ll find a list of key terms you may encounter while applying for customer service supervisor positions:

How To Pick the Best Customer Service Supervisor Resume Template

When selecting your template, prioritize structure and readability over aesthetics. Avoid flashy colors, graphics, and overly decorative fonts, as these visual elements can often distract the hiring manager from your qualifications and achievements. Choose a basic, single-column template that allows you to control the flow of information and helps the reader easily scan your resume for key points.

Customer Service Supervisor Text-Only Resume Templates and Examples

John Bergsen (123) 456-7890 [email protected] 123 W Adams Ave, Detroit, MI 12345

A Customer Service Supervisor with five years of professional experience, specializing in operations management, human resources, client relations, and team leadership. A proven track record of building and leading cross-functional teams to enhance customer service ratings.

Professional Experience

Customer Service Supervisor, AllModern, Detroit, MI October 2019 – Present

• Manage a team of 20+ sales associates and retail staff, provide training on communication and customer service protocols, and conduct evaluations on performance and surveys
• Develop employee incentives to improve team engagement, improve membership enrollments by 10%, and increase responses to customer surveys by 15%

Customer Service Supervisor, Bed, Bath, & Beyond, Detroit, MI May 2017– October 2019

• Managed all aspects of the customer service department for a retail store generating $2M in annual revenue, including providing training and coaching to team members on service protocols, policies, and client relations best practices
• Serve as the point of contact for escalated customer service issues and identify solutions to maintain service level goals and ensure customer satisfaction

Bachelor of Business Administration (B.B.A.) University of Michigan, Ann Arbor, MI September 2013 – May 2017

• Customer Service
• Operations Management
• Personnel Management
• Communication
• Team Leadership

Cameron Malfara (123) 456-7890 [email protected] 123 Franklin Pike, Nashville, TN 12345

A Customer Service Supervisor with eight years of professional experience, specializing in customer care, operations management, and team building. A strong history of leading diverse teams to enhance operational performance and improve the customer experience.

Customer Service Supervisor, Nashville International Airport, Nashville, TN October 2017 – Present

• Oversee daily frontline operations for a major airport, manage a team of 30+ frontline staff, coordinate daily workflows and scheduling, and provide a high-quality customer experience, including identifying resolutions to escalated issues
• Provide coaching and training to team members to build a collaborative work culture centered on safety and customer service, resulting in a 93% rating on customer surveys
• Conduct operational audits and root cause investigations to ensure the safety of team members and passengers during boarding and flights

Customer Service Supervisor, Memphis International Airport, Memphis, TN May 2015– October 2017

• Led a team of 25+ frontline team members and coordinated cross-functionally with flight attendants to deliver an exceptional customer experience, which included managing daily operations in compliance with corporate policies and service standards
• Exceeded annual customer service goals by 10% YOY by optimizing workflows, improving operational performance, and adjusting resources in accordance with customer volume

Bachelor of Business Administration (B.B.A.) University of Tennessee, Knoxville, TN September 2011 – May 2015

• Customer Care
• Team Building
• Process Improvement
• Quality Assurance

Sarah Johnson (123) 456-7890 [email protected] 123 Windermere Rd., Seattle, WA 12345

A Customer Service Supervisor with 10+ years of professional experience in healthcare, specializing in patient success, continuous improvement, and operations management. A proven track record of communicating effectively with patients and customer service teams. Adept at building high-performance organizations and establishing collaborative work cultures.

Customer Service Supervisor, MedExpress, Seattle, WA October 2017 – Present

• Oversee call center daily operations for telemedicine and in-person appointments for 12+ urgent care locations, monitor and track KPIs and quality metrics, coordinate scheduling, and collaborate with corporate teams to define policies and service standards
• Manage a team of 40+ customer service representatives and provide training on communication protocols, customer service standards, and de-escalation techniques

Customer Service Supervisor, Independence Blue Cross, Seattle, WA May 2015– October 2017

• Managed a team of 35+ customer service representatives for a high volume call center, which included coordinating daily operations and scheduling to resolve issues with billing disputes, insurance coverage, claims, account logins, and customer service issues
• Conduct forecasting and analyze call center metrics to identify areas of need and ensure appropriate staffing levels based on projected call volume
• Improved customer satisfaction survey scores from 82% to 90% over two years

Bachelor of Business Administration (B.B.A.) University of Washington, Seattle, WA September 2011 – May 2015

• Patient Success
• Resource Management
• Organizational Development

Anna Berentson - Manager of Talent Acquisition at Trupanion, Linkedin

Meet our Expert: Anna has over six years of experience as an in-house recruiting professional, specializing in roles from customer service and sales to finance and technology.

1. What are the most in-demand skills for customer service supervisors that should be featured on a candidate’s resume? -

Recruiters are looking for the following skills.

• Schedule flexibility or requirements, which you can share in your resume and in your application
• Physical ability to lift boxes, if in retail and not for online/phone customer service
• De-escalation of customers in person or over the phone
• Ability to mentor and train customer service employees
• One to four years of customer service experience
• Verbal & written communication ability
• Capable of working independently with minimal supervision
• If working in an office, what tools do you have experience with? MS suite, outlook, multi-line phone systems, etc.

2. What work experience and other accomplishments are hiring managers seeking in a customer service supervisor? -

Recruiters are looking for experience that shows you are good at problem-solving, have an action-oriented approach to service, and have a track record of excellent customer service. Hiring managers will want to gain insight into your ability to hit goals and metrics and your ability to coach others to do the same. Share your stats, don’t be afraid to brag, and share your wins if they can be condensed into a bullet point on your resume.

3. What else besides a resume should a customer service supervisor candidate be prepared to provide hiring managers? -

In this job market, a cover letter is a nice addition to highlight your true interest and passion in customer service leadership.Sharing an anecdote or two about your time in customer service and leading or providing mentorship will also help your application stand out.

4. What advice would you give a customer service supervisor candidate about their job search? -

Before starting your search, know your needs and be ready to evaluate job opportunities to match your needs. Do you have a completely flexible schedule or are there days and times that you won't be able to work? Many customer service roles will include the needed schedule availability in their job posting or application, so that can help you not waste time applying to a role that doesn't match your needs.

You can gain much insight about a company from their job description. Do they include their company values and employee benefits? Both can give a good window into their company culture and employee value proposition. Listed responsibilities on a job description and the length of that list will also tell of the workload and work environment.

Frequently Asked Questions: Customer Service Supervisor Resume Examples and Advice

What are common action verbs for customer service supervisor resumes -.

While crafting your resume, you may run out of action verbs to describe your professional experience. That said, diversifying your usage of verbs in your bullet points can improve your resume’s overall readability and presentation. To keep your content fresh and engaging, we’ve compiled a list of standard action verbs to convey your customer service supervisor achievements.

How do you align your resume with a customer service supervisor job description? -

Aligning your resume with the job description is essential for generating interviews during your job search. As you build your content, cross-reference your document with the positions you’re applying for. Showcase how your background and expertise as a customer service supervisor meets the needs of individual organizations.

For example, if a company places a specific emphasis on driving customer success, feature achievements that speak to your knowledge and experience in this area. If the job posting mentions cross-functional leadership, highlight examples of you interfacing with various departments to achieve corporate goals. By tailoring your resume to the job description, hiring managers will notice you customized your document for the application, showing you’re genuinely engaged and interested in the position.

What is the best customer service supervisor resume format? -

Reverse chronological is the ideal format for customer service supervisors. This allows you to present your most recent and relevant work experience first, while still featuring your career progression. In a management role, you likely have a robust professional history to convey, so avoid combination and functional resume formats in most instances. Skill-based resumes are generally considered outdated by most hiring managers and recruiters because they don’t provide detailed bullet points for your work experience.

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Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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Customer Service Supervisor: Resume Example and Skills

As a customer service supervisor, you will be responsible for ensuring that your team provides exceptional customer service to clients. Your role requires you to manage, oversee and lead customer service representatives who are responsible for handling customer inquiries, complaints and issues.

Definition and Responsibilities

A customer service supervisor is a professional who is responsible for leading a team of customer service representatives. The role requires you to be a mentor, trainer, and motivator for the team while also ensuring that the team members are providing top-tier customer service to clients. You will need to coordinate the team’s daily activities, measure their productivity, and ensure that they follow the company’s policies and guidelines.

Importance of a Customer Service Supervisor in a Company

A customer service supervisor plays a pivotal role in any company. It is your responsibility to ensure that your team is providing excellent customer service, which can result in improved customer satisfaction, loyalty, and long-term business relationships. Your team’s performance can either make or break the company’s reputation and revenue. Therefore, companies rely on their customer service supervisors to ensure that customer service operations run smoothly.

Key Skills and Qualifications

To be an effective customer service supervisor, you need exceptional communication skills, both verbal and written, a calm demeanor in handling high-pressure situations, good problem-solving skills, strong leadership qualities, and the ability to multitask. Additionally, you need to possess the following qualifications:

• High school diploma or GED
• Experience in customer service (preferably within a supervisory role)
• Excellent organizational and time management skills
• Attention to detail
• Ability to work under pressure and meet tight deadlines
• Familiarity with customer service software and tools

A customer service supervisor plays a crucial role in any company’s success. To excel in this role, you need to possess excellent communication, leadership, and problem-solving skills, as well as possess qualifications that meet your employer’s expectations.

Crafting your Customer Service Supervisor Resume

As a customer service supervisor, your resume needs to reflect your leadership, communication, and problem-solving skills. Here are some essential tips for crafting a strong customer service supervisor resume:

A. Organizational Tips for Your Resume

Before diving into the content of your resume, it’s crucial to structure it in a clear and organized manner. Use bullet points and short paragraphs to break up large blocks of text, and ensure that your resume is easy to read by using a simple font and a clean layout.

B. Formatting Guidelines

When it comes to formatting your resume, there are a few essential guidelines to follow. Start with a header that includes your name, contact information, and a professional summary or headline. Use appropriate section headings, such as “Work Experience,” “Education,” and “Skills.” Also, be consistent in your use of bolding, underlining, and italics.

C. Creating a Strong Profile Summary

Your profile summary should be a brief yet compelling overview of your skills and experience. Highlight your key achievements, areas of expertise, and career aspirations. This section should grab the attention of the reader and make them want to read more.

D. Showcasing Your Relevant Work Experience

When it comes to showcasing your work experience, focus on the most relevant roles first. Use bullet points to highlight your accomplishments and quantify your achievements wherever possible. This could include metrics like customer satisfaction scores, productivity improvements, and team management successes.

E. Highlighting Your Education and Certifications

Your education and certifications are essential to demonstrate your knowledge and expertise in the field. Make sure to include the name of the institution, the degree or certification, and the dates attended. Also, highlight any relevant coursework or training that relates to your customer service supervisory role.

F. Including Key Skills and Abilities

Your skills and abilities are what set you apart from other candidates. Be sure to include both hard and soft skills, such as customer service training, conflict resolution, problem-solving, and communication. Also, tailor your skills to match the requirements of the job posting.

Crafting a customer service supervisor resume requires careful attention to detail, structure, and content. By following these essential tips, you can create a strong and compelling resume that showcases your skills and experience effectively.

Action Verbs and Keywords for a Customer Service Supervisor Resume

A. importance of action verbs and keywords.

In today’s competitive job market, it is important to make your resume stand out from the rest. Action verbs and keywords can greatly improve the effectiveness of your resume by highlighting your skills and accomplishments.

Action verbs are words that describe an action or activity, and they can add power and impact to your resume. By using action verbs, you can emphasize your achievements and demonstrate your ability to take initiative and get things done.

Keywords are specific terms or phrases that are commonly used in a particular industry or job. Including relevant keywords in your resume can signal to an employer that you have the necessary skills and experience to excel in the role.

When crafting your customer service supervisor resume, be sure to incorporate action verbs and keywords that showcase your leadership abilities, customer service expertise, and communication skills.

B. Example of Action Verbs and Keywords for a Customer Service Supervisor

Here are some examples of powerful action verbs and keywords that can elevate your customer service supervisor resume:

Action Verbs:

• Coordinated: Successfully managed a team of customer service representatives to ensure timely and efficient operations.
• Directed: Oversaw customer service interactions, providing guidance and support to representatives as needed.
• Implemented: Developed and implemented new customer service policies and procedures to improve overall satisfaction.
• Mentored: Trained, coached, and mentored new customer service representatives to enhance their skills and knowledge.
• Resolved: Successfully resolved complex customer complaints and issues, ensuring a positive experience for all parties involved.
• Streamlined: Optimized processes and procedures to increase efficiency and reduce customer wait times.
• Supervised: Oversaw day-to-day operations of the customer service department, ensuring high-quality service delivery.
• Customer satisfaction
• Conflict resolution
• Team management
• Communication skills
• Performance metrics
• Call center experience
• Training and development
• CRM software proficiency

By incorporating these powerful action verbs and relevant keywords into your customer service supervisor resume, you can effectively communicate your abilities and stand out from the competition. Remember to tailor your resume to the specific job you are applying for, and highlight your relevant experience and achievements.

Essential Skills for a Customer Service Supervisor

In order to be an effective customer service supervisor, one must possess a variety of essential skills. These skills include communication, leadership and management, problem-solving and decision-making, and knowledge of customer service best practices.

A. Communication Skills

Effective communication is a critical skill for a customer service supervisor. It is important for supervisors to communicate clearly and positively with both customers and employees. They must be able to listen actively, respond appropriately, and convey information in a way that is understandable to all parties involved. Communication skills also include the ability to provide constructive feedback and handle difficult conversations.

B. Leadership and Management Skills

Another key skill for a customer service supervisor is leadership and management. Supervisors must be able to set clear expectations and goals for their team, as well as provide guidance and direction on how to achieve those goals. They must be able to motivate their employees, build rapport and trust, and handle conflicts effectively. In addition, management skills such as budgeting, scheduling, and performance evaluations are essential to successfully leading a team.

C. Problem-solving and Decision-making Skills

Customer service supervisors must also possess strong problem-solving and decision-making skills. They must be able to quickly assess situations, identify the root cause of problems, and develop effective solutions. This may require the ability to think creatively and outside of the box, as well as the ability to gather and analyze data to inform decisions.

D. Knowledge of Customer Service Best Practices

Finally, customer service supervisors must have a thorough knowledge of customer service best practices. They should be able to identify areas for improvement in their team’s customer service delivery and implement strategies to enhance the customer experience. This may include providing ongoing training and support to employees, implementing customer feedback mechanisms, and staying up-to-date on the latest technologies and trends in customer service.

A successful customer service supervisor requires a diverse set of skills, including strong communication, leadership and management, problem-solving and decision-making, and knowledge of customer service best practices. By possessing these skills, they can effectively lead their team and deliver an exceptional customer experience.

Example Customer Service Supervisor Resume

A. detailed breakdown and discussion of an example resume.

As a customer service supervisor, your resume should highlight your years of experience in managing a team of customer service representatives, your ability to handle customer complaints, and your exceptional communication skills. Let’s analyze an example resume to see how you can best showcase these skills to potential employers.

Name:  Jane Smith

Contact Information:

• Phone number: (555)-555-5555
• Email:  [email protected]
• LinkedIn Profile: linkedin.com/in/janesmith

Experienced customer service supervisor with over 5 years of experience in managing a team of 10 customer service representatives. Proficient in handling customer complaints and resolving issues in a timely and effective manner. Strong communication skills, both written and verbal.

Work Experience:

• ABC Company
• September 2017 – Present
• Manage a team of 10 customer service representatives, including scheduling and training employees.
• Resolve customer complaints and issues efficiently and effectively.
• Regularly review and analyze team members’ performance to identify areas of improvement.
• XYZ Company
• January 2015 – August 2017
• Assisted customers with product selection, processed orders, and resolved customer complaints.
• University of XYZ
• Graduated May 2014

B. Analysis of Key Strengths and Areas for Improvement

Jane Smith’s resume does an excellent job of showcasing her strengths and qualifications for a customer service supervisor position.

• The summary section highlights her years of experience in managing a team of customer service representatives and her ability to handle customer complaints effectively.
• Her work experience includes a specific focus on managing a customer service team and resolving customer complaints.
• Her education in business administration provides a strong foundation for managing a team and making informed decisions.

Areas for Improvement:

• The resume could benefit from some quantifiable achievements or specific skills that Jane has developed in her role as a customer service supervisor. This could be accomplished by including specific metrics on how she improved customer satisfaction or how she developed and implemented customer service training materials.
• Additionally, Jane’s resume could benefit from a section highlighting any relevant industry awards, certifications, or professional development courses.

Jane Smith’s example resume provides a strong foundation for a customer service supervisor resume. She highlights her relevant experience and qualifications and presents herself as a competent and effective leader. By including some specific quantifiable achievements and highlighting any relevant certifications or awards, her resume could be even stronger.

Cover Letter for a Customer Service Supervisor Position

A. importance of a cover letter:.

When applying for a Customer Service Supervisor Position, a candidate must submit a cover letter along with the resume. The cover letter serves as the first impression of the applicant, and it should showcase their skills, experiences, and qualifications. It is important to understand that the cover letter provides an opportunity to differentiate oneself from other candidates.

B. Formatting and Writing Guidelines:

The following formatting and writing guidelines should be kept in mind when writing a cover letter for a Customer Service Supervisor Position:

Introduction:  The introduction should include the position applied for and a brief statement about the applicant’s qualifications and why they are suitable for the role.

Body:  The body of the cover letter should include information about the applicant’s skills, experiences, achievements, and qualifications. It is essential to provide specific examples of how the candidate has successfully managed a team of customer service representatives.

Closing:  The closing section should summarize the applicant’s qualifications and express their interest in the position. The applicant should also request an opportunity to discuss their candidacy further.

Length:  The cover letter should be no longer than one page.

Font and Style:  A professional font such as Times New Roman or Arial should be used. The style should be formal and professional.

Proofreading:  The letter should be proofread to ensure that there are no grammatical or spelling errors.

C. Example of a Cover Letter for a Customer Service Supervisor:

[Full Name] [Address] [City, State ZIP Code] [Phone number] [Email]

[Today’s Date]

[Name of Hiring Manager] [Company Name] [Address] [City, State ZIP Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Customer Service Supervisor position in your organization. With over five years of experience in the customer service industry and two years in a leadership role, I can bring valuable experience and qualities to benefit your organization. My passion for providing excellent customer service is what drives me every day, and I am also committed to managing and motivating teams to achieve their goals.

I have had the opportunity to work with a diverse group of customers throughout my career, and I understand the importance of providing personalized support to each customer. My ability to handle difficult customer situations with empathy and professionalism has earned me recognition and awards from my previous employers.

In my previous role as a Customer Service Manager at XYZ Corporation, I was responsible for managing a team of 15 customer service representatives. By creating a culture of open communication, setting performance goals, and providing regular feedback, I was able to increase the team’s productivity by 20% within the first year of my tenure. My team also consistently exceeded customer satisfaction goals set by the company, and I contributed to creating customer loyalty programs that have positively impacted the company’s revenue.

Customer Service Supervisor Interview Questions and Answers

As a customer service supervisor, you are responsible for managing a team and ensuring that your department delivers excellent customer support. Here are some common interview questions you may encounter as you prepare for your job interview.

A. Example Questions Frequently Asked in an Interview

• What experience do you have in customer service management?
• Can you explain your customer service philosophy?
• How do you motivate your team to provide excellent customer support?
• Describe a scenario in which you had to handle a difficult customer complaint.
• What strategies do you use to measure customer satisfaction?

B. Tips for Answering Interview Questions

To answer these interview questions effectively, it’s important to prepare thoughtful, concise responses that demonstrate your experience and expertise in customer service management. Here are some tips that can help you answer these interview questions successfully:

• Be specific: Use examples from your previous work experiences to illustrate how you have dealt with various customer service scenarios.
• Highlight your leadership skills: As a customer service supervisor, your ability to lead and manage a team is crucial. Make sure to communicate your management style and experience.
• Emphasize your commitment to customer satisfaction: Highlight your customer-centric approach and demonstrate how you’ve gone above and beyond to satisfy customers in the past.
• Show enthusiasm: Passion, positivity, and energy are highly valued in customer service roles. Be sure to showcase your enthusiasm for the job, the company, and the customers.

C. Example Answers for Interview Questions

I have over 5 years of experience in managing customer service teams in both call center and retail environments. In my previous role as a customer service manager at XYZ Inc., I oversaw a team of 15 customer service representatives and implemented several workflow improvements, resulting in a 20% reduction in customer complaints and a 15% increase in customer satisfaction ratings.

My customer service philosophy revolves around empathy, clear communication, and proactive problem-solving. I believe in treating customers with kindness and respect while also working to identify and address their needs and concerns as efficiently as possible.

There are a few ways I motivate my team to provide excellent customer support. First, I lead by example and consistently model excellent customer service skills. Second, I provide frequent feedback and recognition for a job well done. Finally, I create a positive work environment that fosters collaboration and communication, allowing team members to grow and develop their skills.

In my previous position as a customer service supervisor for a large retail chain, I received a call from a customer who was very upset about a damaged item they received in the mail. Although the situation was not our fault, I took responsibility and apologized for the inconvenience.

Career Growth Opportunities for a Customer Service Supervisor

As a Customer Service Supervisor, you have several possible career paths to choose from, depending on your interests and goals. Here are some potential career paths to consider:

A. Possible Career Paths

1. customer service manager.

As a Customer Service Manager, you would be responsible for overseeing the entire customer service department. You would be responsible for ensuring that customer inquiries are resolved efficiently, that customer satisfaction is high, and that the department is meeting its goals. You would also be responsible for mentoring and training new customer service representatives.

2. Operations Manager

As an Operations Manager, you would be responsible for the day-to-day operations of your company. You would be responsible for ensuring that your employees are working efficiently and that your company is meeting its goals. You would also be responsible for hiring and training new employees.

3. Sales Manager

As a Sales Manager, you would be responsible for driving sales growth for your company. You would be responsible for developing strategies to increase sales, negotiating deals with customers, and mentoring and training your sales team.

B. Advancement Opportunities

As a Customer Service Supervisor, there are several advancement opportunities available to you. Here are some of the potential advancement opportunities:

As mentioned earlier, you may be promoted to the role of Customer Service Manager, where you would be responsible for overseeing the entire customer service department.

2. Senior Customer Service Supervisor

As a Senior Customer Service Supervisor, you would be responsible for overseeing a particular region or department within the customer service department. You would be responsible for mentoring and training junior customer service supervisors and for ensuring that your department is meeting its goals.

3. Director of Customer Service

As a Director of Customer Service, you would be responsible for setting the overall strategy for your customer service department. You would be responsible for ensuring that your department is providing the highest level of customer service possible.

C. Necessary Additional Education and Training

To advance in your career as a Customer Service Supervisor, you may need additional education and training. Here are some examples of the necessary additional education and training:

1. Bachelor’s Degree

Many customer service supervisor positions require a Bachelor’s Degree in a related field such as business administration, management, or communications.

2. Professional Development

It is important to stay up-to-date with the latest industry trends and best practices. Consider attending conferences, networking events, and other professional development opportunities to enhance your skills and knowledge.

3. Leadership Training

As you move up in your career, you will be responsible for leading teams of people. Consider taking leadership training courses to enhance your skills in this area.

As a Customer Service Supervisor, you have many career growth opportunities available to you. Consider these potential career paths, advancement opportunities, and necessary additional education and training to continue growing and advancing in your career.

Tips for Effective Customer Service Supervision

As a customer service supervisor, building strong interpersonal relationships with both customers and team members is crucial. Here are some tips to help you excel in this area:

A. Building Strong Interpersonal Relationships

Be approachable and friendly: Make it easy for customers and team members to talk to you. Show genuine interest in their concerns and ideas.

Listen actively: Pay close attention to what people are saying, and take the time to understand their perspective. Repeat back what you have heard, to show that you are engaged in the conversation.

Empathize: Put yourself in the shoes of the person you are speaking with. Try to see their point of view, and respond appropriately.

Show appreciation: Recognize and acknowledge the contributions of your team members. Thank them for their hard work and dedication.

B. Effective Communication with Customers

Be clear and concise: Use simple language and avoid jargon or technical terms that customers may not understand.

Be responsive: Respond to customer inquiries and complaints quickly, and keep them informed throughout the process.

Be respectful: Treat all customers with respect, and avoid using language or behavior that could be perceived as rude or dismissive.

Use positive language: Focus on solutions rather than problems. Use positive language that conveys a can-do attitude.

C. Handling and Resolving Customer Complaints

Listen carefully: Allow customers to express their frustrations and listen actively to what they have to say.

Apologize sincerely: If the company made a mistake, take responsibility and apologize sincerely to the customer.

Offer solutions: Work with the customer to identify a solution that meets their needs, within the company’s policies and guidelines.

Follow up: Make sure the customer is satisfied with the resolution, and follow up with them to ensure that their experience has been positive.

D. Managing and Motivating Your Team

Set clear expectations: Communicate your expectations clearly, and ensure that your team members understand their job responsibilities.

Provide feedback: Provide regular feedback to your team members, both positive and constructive, to help them improve their skills and performance.

Build a positive team culture: Create a positive team culture by encouraging teamwork, collaboration, and open communication.

Recognize and reward success: Recognize team members for their achievements, and reward them with incentives or promotions when appropriate.

As a customer service supervisor, your role is critical in ensuring that your team delivers excellent customer service. By building strong interpersonal relationships, communicating effectively with customers, handling and resolving complaints, and managing and motivating your team, you can help your team succeed in their roles and ensure that your customers have a positive experience with your company.

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• • Handled an average of 300 customer interactions per week, maintaining a 90% satisfaction rating.
• • Implemented a new customer relationship management system, resulting in a 25% improvement in response times.
• • Developed scripts for customer service responses that were adopted company-wide.
• • Resolved 97% of customer issues without escalation.
• • Received 'Employee of the Month' award three times due to exceptional service delivery.
• • Managed customer inquiries via phone, email, and live chat.
• • Assisted with the hiring and training of three new customer service reps
• • Maintained a 98% customer satisfaction score across handled queries.
• • Managed an average of 200 inbound customer inquiries per day.

5 Customer Service Supervisor Resume Examples & Guide for 2024

Your customer service supervisor resume must prominently feature your leadership experience. It should clearly demonstrate your ability to manage and motivate a team. Ensure your resume reflects a strong understanding of customer service protocols and conflict resolution. Display a history of achieving customer satisfaction and team productivity goals.

All resume examples in this guide

Traditional

Resume Guide

Designing your customer service supervisor resume: best practices, the experience section of your customer service supervisor resume: your professional journey, decoding the essence of your customer service supervisor resume: hard and soft skills, highlighting customer service supervisor-specific certifications and education, adding a summary or objective to your customer service supervisor resume, additional customer service supervisor resume sections for a personalized touch, key takeaways.

A common challenge faced by a Customer Service Supervisor when creating a resume is demonstrating their ability to manage teams and resolve customer issues effectively in a concise, yet impactful manner. Our guide can assist with this by providing concrete examples, action verbs, and metrics-based strategies for showcasing your leadership skills and tangible impacts on customer satisfaction and team productivity.

Dive into our customer service supervisor resume guide to:

• Explore top-tier resume examples, offering insights into the industry's best practices.
• Enhance sections like experience, education, and achievements with expert advice.
• Articulate your technical prowess and personal attributes, setting you apart from other candidates.
• Sharpen your focus on the distinct skills that make your customer service supervisor resume resonate with recruiters.

Recommended reads:

• Client Support Specialist resume
• Remote Customer Service resume
• Customer Support Engineer resume
• Customer Service Agent resume
• Customer Service Coordinator resume

Before penning down your customer service supervisor resume, consider its structure and format . Here's what you should remember:

• Employ the reverse-chronological format to present your experience, starting with your most recent role.
• Your resume's header should feature accurate, professional contact details. If you maintain a professional portfolio or LinkedIn profile, include its link.
• Keep your resume concise, ideally within two pages. Prioritize relevance over length.
• Unless directed otherwise, save your resume as a PDF to preserve its design.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Choose a legible, professional font for your customer service supervisor resume, such as Arial or Calibri.

Elevate your customer service specialist resume with these essential sections:

• Header: The go-to section for recruiters seeking your contact details, portfolio, or current role.
• Summary or objective: A snapshot of your achievements and aspirations.
• Experience: A testament to your technical and interpersonal prowess.
• Skills: A showcase of your capabilities aligned with the job requirements.
• Certifications/Education: A reflection of your commitment to staying updated in the industry.

What recruiters want to see on your resume:

• Proven experience in managing and leading a customer service team.
• Demonstrated expertise with customer service software, databases, and CRM tools.
• Strong communication skills, both written and verbal, for effective interaction with customers and team members.
• Demonstrable ability to analyze performance metrics, identifying areas for improvement and implementing changes as needed.
• Evidence of exceptional organizational and problem-solving skills that ensure the smooth running of the customer service department.
• Color on Resume
• Resume Icons

The experience section is your platform to narrate your professional story. Recruiters scrutinize this section to gauge your unique value proposition.

Here are five steps to craft a compelling experience section:

• Highlight relevant roles, including the company, role description, and tenure, supported by up to six bullet points per role.
• Emphasize tangible outcomes of your contributions, using quantifiable metrics where possible.
• Integrate positive feedback or endorsements to bolster your claims.
• Ensure verb tense consistency when detailing responsibilities.
• Summarize significant achievements relevant to each role.

Explore how seasoned customer service supervisor professionals have crafted their experience sections to secure roles at industry-leading firms.

• Managed a team of 15 customer service representatives, ensuring high-quality service delivery
• Implemented a new customer feedback system resulting in a 20% increase in customer satisfaction
• Developed and delivered training programs to enhance the team's product knowledge and communication skills
• Led a team of 10 customer service agents, achieving a consistent 95% customer satisfaction rating
• Introduced process improvements that reduced average call handling time by 15%
• Collaborated with the marketing department on a successful customer retention campaign resulting in a 10% increase in customer loyalty
• Oversaw a team of 20 customer service representatives, ensuring adherence to service level agreements
• Implemented a live chat support system resulting in a 30% reduction in phone call volume
• Developed and implemented a customer feedback analysis program leading to a 25% improvement in response time
• Managed a team of 12 customer service associates, driving a 15% increase in customer retention
• Implemented a customer loyalty program resulting in a 10% growth in repeat business
• Collaborated with the IT department to enhance the CRM system, optimizing customer data management
• Supervise a team of 25 customer service representatives, ensuring adherence to performance metrics
• Developed and implemented a comprehensive training program resulting in a 40% reduction in onboarding time
• Led a cross-functional project team to streamline the complaint resolution process, reducing average handling time by 20%
• Managed a team of 18 customer service agents, achieving a 95% first-call resolution rate
• Implemented a knowledge base system resulting in a 30% decrease in escalations to higher-level support
• Collaborated with the product development team to improve user interface resulting in a 15% reduction in customer complaints
• Oversaw a team of 14 customer service representatives, consistently meeting or exceeding service level targets
• Implemented a quality assurance program resulting in a 10% improvement in call quality scores
• Developed and implemented customer service policies and procedures to ensure compliance with industry regulations
• Led a team of 20 customer service associates, maintaining a customer satisfaction rating above 95%
• Developed and implemented a chatbot system resulting in a 25% reduction in average response time
• Collaborated with the sales team on a successful upselling campaign resulting in a 15% increase in revenue
• Managed a team of 16 customer service representatives, improving first-call resolution rate by 20%
• Implemented a customer feedback survey resulting in a 30% increase in Net Promoter Score
• Developed and launched a self-service portal resulting in a 40% decrease in call volume
• Supervised a team of 10 customer service agents, achieving a 90% customer satisfaction rating
• Implemented a performance tracking system resulting in an 8% improvement in agent productivity
• Collaborated with the operations team to streamline workflow processes leading to a 15% reduction in customer complaints

Quantifying impact on your resume

• Include the number of team members you supervised, demonstrating your ability to manage and lead effectively.
• List quantifiable customer satisfaction scores, showing your ability to meet or exceed customer expectations.
• Highlight any improvements in service level agreements (SLAs) under your supervision, indicating your efficiency and effectiveness.
• Mention any reduction in customer complaints or escalations under your management, reflecting your problem-solving and de-escalation skills.
• Provide details about employee training or development programs you initiated, including the number of employees trained, showcasing your dedication to professional growth within your team.
• State any revenue increase or cost savings achieved through your initiatives, demonstrating your ability to contribute positively to the company's finances.
• Quantify your experience with various customer support technologies (e.g., CRM software), elucidating your tech-savviness and familiarity with industry-relevant tools.
• Specify any targets or KPIs met or exceeded, expressing your goal-oriented nature and commitment to delivering results.

Crafting the experience section for novice customer service supervisor candidates

Lack of extensive experience doesn't equate to an empty resume. Here's how you can enrich your experience section:

• Volunteer Roles: Community involvement often equips you with valuable interpersonal skills, and sometimes even technical ones, relevant to the job.
• Academic Projects: Highlight significant university projects that contributed to the field, showcasing your hands-on experience.
• Internships: Even short-term internships can be invaluable. If they're pertinent to the role, they deserve a spot on your resume.
• Past Jobs: Even if unrelated to the customer service supervisor, these roles can demonstrate transferable skills that are beneficial for the position.
• How to Write Your First Job Resume Guide
• Job Shadowing on Resume

When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Every job description communicates the desired hard and soft skills. These skills are the backbone of your application.

Hard skills are your tangible, technical proficiencies, often validated through certifications or hands-on experience. On the other hand, soft skills reflect your interpersonal abilities and how you navigate diverse work environments.

To effectively spotlight these skills on your resume:

• Create a distinct section for technical skills, listing the most relevant ones for the job.
• Highlight your strengths by weaving in achievements that underscore specific skills.
• Strike a balance between hard and soft skills to present a well-rounded profile.
• If multilingual, include a language proficiency section, emphasizing the interpersonal advantages it brings.

Stay tuned for a deep dive into the most in-demand hard and soft skills in the industry.

Top skills for your customer service supervisor resume

Customer Service

Team Leadership

Performance Tracking and Evaluation

CRM software proficiency

Data Analysis

Conflict Resolution

Sales Techniques

Operational Procedures

Project Management

Microsoft Office Suite

Active Listening

Problem Solving

Effective Communication

Decision Making

Multitasking

Positive Attitude

Adaptability

Time Management

Consider dedicating a separate skills section on your customer service supervisor resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your resume education section can be a treasure trove of skills and experiences relevant to the role. Here are the best practices when it comes to featuring it on your resume:

• Highlight advanced qualifications, detailing the institution and duration.
• If you're currently pursuing a degree, mention your expected graduation date.
• Consider omitting unrelated degrees.
• If your academic journey boasts significant achievements, especially in research, elaborate on them.

What's more, shocasing relevant industry certifications can bolster your credibility, even if you lack extensive work experience.

To effectively present your certifications:

• Place pivotal industry certifications prominently in a dedicated section.
• If a certification is particularly impressive, consider featuring it near your name or within the header, summary, or objective.
• Provide details, where relevant, to underscore alignment with the role.
• Recent certifications should be given advantage, as they show your up-to-date knowledge.

Both education and certification sections highlight your commitment to professional growth, a trait valued by employers. Below, explore some of the most current and sought-after customer service supervisor certifications to enhance your application:

Best certifications to list on your resume

• CCA Global Standard© Certification - CCA Global

The reputation of the institution or organization granting your certification or degree can bolster your credibility. Prioritize recognized and respected credentials.

• GPA on Resume
• Cum Laude on Resume

One of the most crucial elements of your professional presentation is your resume's top one-third.

This most often includes:

• Either a resume summary - your career highlights at a glance. Select the summary if you have plenty of relevant experience (and achievements), you'd like recruiters to remember about your application.
• Or, a resume objective - to showcase your determination for growth. The perfect choice for candidates with less experience, who are looking to grow their career in the field.

If you want to go above and beyond with your customer service supervisor resume summary or resume objective, make sure to answer precisely why recruiters need to hire you.

What is the additional value you'd provide to the company or organization?

Now here are examples from real-life customer service supervisor professionals, whose resumes have helped them land their dream jobs:

Resume summary and objective examples for a customer service supervisor resume

1. Resourceful leader with over 10 years of experience in the retail sector, proficient in driving customer satisfaction and team productivity. Known for reducing customer complaints by 30% through strategic communication initiatives and strong problem-solving skills. Experienced in CRM systems, conflict resolution, and improving operational efficiency.

2. Accomplished operations manager transitioning to customer service supervision, bringing 8 years of expertise in fostering team collaboration and streamlining processes. Proven ability to assimilate new information swiftly, demonstrated during cross-departmental project leadership resulting in a 20% decrease in operational costs.

3. Award-winning software engineer pivoting towards customer service, armed with robust technical knowledge and 5-years' experience in delivering user-centric solutions. Proficient in SQL and Python, with a track record of developing customer relationship management software that increased client retention rate by 15%.

4. Seasoned professional in the hospitality industry, passionate about offering superior service experiences. Over 7 years of experience managing diverse teams and optimizing procedures to enhance customer satisfaction. Expertise in complaint management and process improvement, instrumental in elevating hotel rating by 2 stars.

5. Aspiring to leverage my exceptional interpersonal skills and passion for helping others into a customer service supervisor role. With a recent degree in Business Administration and a part-time background in retail, I am equipped to lead and inspire teams towards achieving high customer satisfaction rates.

6. Recent graduate seeking to apply theoretical knowledge from a BA in Communication Studies to real-world scenarios as a customer service supervisor. Committed to creating a positive work environment and developing effective communication strategies to ensure customer satisfaction.

To further personalize your customer service supervisor resume, consider adding sections that reflect your unique qualities and achievements.

Popular choices include:

• Projects to showcase significant work achievements.
• Languages to indicate proficiency levels.
• Awards to celebrate industry recognitions.
• Hobbies and Interests to share personal passions.
• Craft a customer service supervisor resume that's easy to read and aligns with the role's requirements.
• The top third of your resume should clearly convey your unique value proposition for the customer service supervisor role.
• Tailor your resume to the job, highlighting skills, achievements, and the tangible results of your efforts.
• Detail your certifications and technical skills to demonstrate proficiency with specific tools and technologies.
• The sections you choose should collectively present a comprehensive view of your professional expertise and personality.

Looking to build your own Customer Service Supervisor resume?

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Customer Service Supervisor Job Description, Key Duties and Responsibilities

This post provides detailed information on the customer service supervisor job description, including the key duties, tasks, and responsibilities they commonly perform.

It also highlights the major requirements that you may be asked to meet to be hired for the customer service supervisor role by most employers/recruiters.

What Does a Customer Service Supervisor Do?

A customer service supervisor is responsible for all the customer service operations within their organization or department.

The customer service supervisor job description entails assisting the manager or employer in ensuring that all customers are well taken care of and this includes assisting and training others to deliver good customer experience.

It involves ensuring that high standards of efficiency, quality, accuracy, and cost-effectiveness are achieved and that subordinates meet their objectives, deadlines, and standards.

The customer service supervisor will assist and offer guidance to subordinates who need help in learning new and more complex tasks.

He/she is in charge of hiring, training and evaluation of employees as part of the human resources department.

Their duties also include supervising the activities related to personnel, such as recruitment, selection, employee training, performance appraisal and disciplinary action when a problem occurs.

Customer service supervisors interview job applicants according to organizational requirements and standard operating procedures of the company.

The customer service supervisor work description also involves disciplining employees who violate company policies or procedures through corrective actions like verbal warning or termination of employment if necessary.

It also entails planning, communicating, and controlling work flow in a department and organization.

The supervisor will recommend changes, improvements or additions to the rules, methods or procedures that are related to the duties of subordinates

Customer Service Supervisor Job Description Sample/Example/Template

The customer service supervisor job description consists of the following duties, tasks, and responsibilities:

• Manage the tasks of the customer service supervisor
• Record the statistics of the customer service supervisor, employees, and customers in the performance report
• Control and handle complaints when they come to the customer service supervisor’s office
• Create a survey form to evaluate the customer experience that clients have when they come to the customer service supervisor’s office
• Process a complaint letter received by telephone or in person so it can be dealt with quickly and efficiently without delay or unnecessary delay
• Find the real cause of a problem to give customers a satisfactory answer
• Give the customer a full set of information about his or her rights and responsibilities
• Keep information about clients’ complaints on record for 3 years so that problems can be dealt with effectively so as not to repeat the same mistakes
• Analyze the complaints received from customers so that it can be used to improve the quality of services offered by your company
• Complete a report of customer complaints and make recommendations for how to improve service based on the quality of all received complaints
• Keep customers informed about any delays in providing services or goods
• Follow up with customers after the problem has been resolved so as to collect feedback from them on how you solved their issues.

Customer Service Supervisor Job Description for Resume

If you have worked previously in the position of a customer service supervisor or are currently working in that role and are making a new resume or CV, then you can create a compelling Professional Experience section for your resume by applying the sample customer service supervisor job description provided above.

You can express the duties and responsibilities that you carried out or are presently performing as a customer service supervisor in your resume’s Professional Experience by utilizing the customer service supervisor job description example provided above.

This will show that you have been successful performing the duties and responsibilities of a customer service supervisor, which can greatly boost your chances of being hired for the new position that you are applying for, especially if it requires someone with some customer service supervisor work experience.

Customer Service Supervisor Requirements: Skills, Knowledge, and Abilities for Career Success

Here are important requirements that candidates may be expected to fulfill to be hired by most recruiters/employers for the customer service supervisor position:

• Excellent people skills in order to deal with customers or clients
• Ability to interpret policies and procedures so they can provide information in understandable terms to clients
• Must be excellent communicators because customer service supervisors will engage with customers, clients and other employees regarding various issues concerning the services they offer
• Have the ability and willingness to solve problems that are brought up by customers, clients, or other employees as it pertains to their job function
• Possess accurate knowledge in the rules and regulations of the industry they are working in
• Ability to establish and maintain effective working relationships with clients, customers employees and other officials
• Must be good time managers because they will have to prioritize their work
• Ability to monitor and evaluate the work performance of staff under their supervision
• Must have good analytical skills so they can anticipate problems that might arise so they can avoid them
• Ability to give clear directives or instructions to subordinates or employees they have direct supervision over
• Well organized with excellent problem-solving skills because they will be responsible for solving problems as part of their job description
• Must be honest and trustworthy because they are in a position to access confidential information about customers and clients.

Customer Service Supervisor Salary

According to Glassdoor, the average annual salary for a customer service supervisor in the United States is $55,189.

This post is beneficial to individuals interested in the customer service supervisor career. They will be able to learn all they need to know about what customer service supervisors do to decide if that’s the right career for them.

It is also useful to employers/recruiters in making a detailed job description for the customer service supervisor role in their companies for use in hiring competent individuals for the position.

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Samples › Customer Service Supervisor

Customer Service Supervisor Sample

Download and customize our resume template to land more interviews. Review our writing tips to learn everything you need to know for putting together the perfect resume.

Not sure how to format your resume? Download our free guide and template .

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. Payscale

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.

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

Team Leadership

Collaboration

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

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

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.

 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!

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:

How To Write Your Resume’s Work Experience Section

How To Write Your Resume’s Education Section

Good Skills To Put On Your Resume

Some resumes will include other sections, such as  Volunteer Experience  or  Technical Skills . 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 core competencies section. Soft skills are harder to quantify, so they require more information to explain your aptitude. Some top soft skill 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:

Use the STAR method 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.

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 include your URL in your resume's contact section.

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. 

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Supervisor Customer Service Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the supervisor customer service job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Works closely with product development managers, store personnel, managers and district managers, providing feedback from consumers
• Partner with Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover
• Ensures performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics
• Creates individual development plans and conducts annual performance reviews for team members
• Manage hiring, development, and performance of the team
• Monitor agents’ performance and provide coaching and feedback on their individual performance and impact on department goals, vision and values
• Manage and direct daily workflow as facilitated by the Department Manager
• Maintains knowledge of changes in payroll laws, policies and procedures to further personal professional development. Reviews and recommends changes to maintain the integrity of the payroll system
• Performs daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Service staff; administering scheduling systems and time management processes; communicating job expectations; planning, monitoring, appraising, and reviewing job evaluations; planning and reviewing compensation actions; enforcing policies and procedures
• Oversee the performance of staff in the administration of service of these programs. Select, train, motivate and develop the staff to enhance their performance and behaviors. Create a work environment that recognizes rewards and motivates employees to continuously improve business processes to add greater value to the products and programs supplied to our members. Manage alternative work schedules and actively guide and coach employees provide career development to maximize performance
• Administering performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
• Analyze metrics such as call volume, inbound emails and live chat to effectively report to your representatives as well as upper management to evaluate daily workload
• Contributes to the planning and achievement of departmental service goals on an hourly, daily and weekly basis by continually monitoring and using reporting tools
• Identify gaps and recommends measures to improve methods and practices to increase efficiency. Along with helping to make suggestions and implement ideas that improve team and department performance
• Develop staff through performance management, goal setting, training, and effective employee relations
• Provide daily leadership and supervision to Customer Service team consistent with management values and mission
• Create and develop program standard operating procedures
• Take ownership of queue/ workflow service levels in order to reach set KPI’s
• Work with internal and external customers and clients to understand and resolve trends and emerging issues
• Supervises pharmacy technicians and patient service representatives in a specialty pharmacy/call center
• Ensure compliance with HIPAA and other regulatory and legal guidelines, and troubleshoot and resolve customer/client service issues
• Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
• Knowledge of Company's internal and external quality goals and standards
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
• Ability to multi - task, this includes ability to understand multiple products and multiple levels of benefits within each product
• Ability to manage, lead and coach a professional team
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner
• Ability to build professional relationships with team
• Excellent communication skills
• Ability to handle customer complaints and mediate customer disputes
• Ability to train and instruct in both group setting and one-on-one

15 Supervisor Customer Service resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, supervisor, customer service / dialer resume examples & samples.

• Responsible for supervising a group of associates dedicated to a blend environment via a predictive dialer and ensure departmental goals are achieved monthly
• Responsible for loan servicing policies and procedures including meeting operational standards, maintaining service levels, improving quality service, maintaining professional and technical knowledge, and accomplishing organization goals
• Develops, recommends, implements and supports predictive dialer strategies to maximize account penetration and collector productivity
• Schedules, plans and communicates daily call campaigns, as requested by management
• Responsibilities also include planning, training, motivation, evaluating, analyzing and directing a team while insuring compliance and achieving maximum results for the company
• Responsible for making recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees supervised
• Participate in or conduct hiring interviews and make recommendations for staff hires
• Draft and administer performance reviews
• Scheduling and enforcement of the attendance policy
• Review and approve timesheets for accuracy
• Coach and counsel staff on successful work behaviors
• Identify staff behaviors needing corrective action; recommend corrective action to Manager and administer corrective action
• Oversee and monitors performance, behavior and compliance with all policies and procedures
• Perform related assignments as required
• Must have 2 years of experience as Predictive Dialer Supervisor in the Auto Finance Industry
• Bachelor’s degree preferred; High school diploma or equivalent with some college
• Requires good planning, analytical, problem solving, and implementation skills and strong oral and written communication, and facilitation skills
• Ability to calculate figures and amounts such as past due balances, interest, and fees
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information exists. Ability to interpret a variety of instructions furnished in written and oral form

Supervisor Customer Service Operations Resume Examples & Samples

• Resolves client and production issues
• Assists Manager, CS Operations in meeting customer commitments
• 30% Staff Management
• Evaluates performance and effectively provides feedback to staff
• 20% Client Relationship Supervision
• 10% Other duties as needed
• Education and Experience: *
• Bachelor Degree or equivalent preferred
• Proficiency in MS Office SuiteExperience processing receivables and high volume banking transactions, preparation, security and documentations
• Training and coaching abilities coupled with a strong ability to motivate a team
• Excellent multi-tasking skills

Supervisor Customer Service Contact Center Resume Examples & Samples

• 4-year College Degree, BS Accounting/Finance Degree preferred, commensurate experience may be considered
• 1-2 years of Call Center and Customer Service Supervisory or related experience. Accounting, Finance, Credit, Accounts Receivable preferred
• Excellent verbal and written communications skills; professional telephone and email etiquette
• Strong presentation, organizational and planning skills
• Excellent PC skills including: Excel spreadsheet (Pivot Tables, V-Lookup, Macros) Microsoft Office products, understanding of systems applications and report building
• Ability to analyze reports, systems, procedures
• Ability to create process improvements based on analytical conclusions
• Ability to multi-task and prioritize; detail oriented, strong follow up skills, flexible

Supervisor, Customer Service Operations Resume Examples & Samples

• Administers customer service programs in adherence with national and system customer service objectives
• Manages and trains Customer Care Operations Specialist and Coordinators
• Assists in monitoring customer service productivity in accordance with established policy to assure adherence as well as completeness
• Ensures adherence to company policy, procedures, standards, and goals

Senior Supervisor Customer Service Resume Examples & Samples

• Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management. Provides challenging goals, assignments and opportunities for further development
• Initiates and develops relationships with others throughout the business unit and the company in order to identify and understand customer and business needs; implement solutions to improve effectiveness and results
• Create and foster a trusting and engaging work environment with a focus on employee retention. Ensure a culture of accountability, integrity and respect
• Report and analyze manager information systems, quality/timeline indicators
• Manage team to meet goals within the budget. Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations. Evaluate cost/benefits, make recommendations, develop and oversee implementation plans
• NOTE** The information listed within this description summary is intended to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive account of all the responsibilities, and/or minimum qualifications required of an employee assigned to this position
• 3+ years of functional experience (in Collections/Recovery/Default, Customer Service, and/or Sales) preferred

Supervisor, Customer Service Resume Examples & Samples

• Develop, evolve, and execute business practices to support the department
• Maintain a strong understanding of available tools and ensure effective approaches are applied to tasks and initiatives
• Hire and supervise an efficient and effective team that meets the needs of each functional area
• Ensure alignment on priorities and direction by partnering with other groups and leaders
• High School, GED, or vocational school diploma is required
• Minimum of one year Nfsb credit coach/trainer or supervisor/leadership experience is preferred
• Minimum of three years of Nfsb Service Specialist/Senior Service Specialist experience is preferred
• Ability and willingness to work flexible hours; evenings and weekends are required
• Ability to work both in a team environment and independently
• Strong management ability and capable of setting clear objectives for staff. Manage, coach, and motivate staff to achieve objectives on time and according to plans
• Ability to establish and maintain cooperative and positive working relationships with employees, customers, and vendors
• Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence
• Ability to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment to ensure Nordstrom fsb is meeting the needs and demands of internal and external customers
• Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds and treat all customers and employees in a fair and equitable manner
• Ensure adherence to all Bank policies, procedures, and practices
• Ensure a clean, safe and accident-free work environment and comply with Bank safety rules
• 40 % Operations Supervision
• Supervises day-to-day process of assigned group and area of accountability (License Renewals)
• Establishes staff assignments, trains and supervises staff to ensure contractual compliance
• Responsible for timely reporting of operational performance
• Ensures staff is in compliance with operating procedures, HR & corporate policies
• Assists employees with performance and career development
• Effectively manages performance issues according to established policy
• Conducts regular employee meetings
• Interacts with Client to resolve issues and to collaborate in establishing processes/procedures
• Provides input and assists Manager, Nurse Aide Operations in managing client relationships, compiling reports, and managing the quality and timeliness of all deliverables
• Bachelor Degree or or equivalent work experience
• 4+ years supervisory experience in a call center or administrative environment
• Proficiency in MS Office Suite
• Experience processing receivables and high volume banking transactions, preparation, security and documentations
• Leadership, interpersonal and conflict management skills
• Effective organizational and prioritization skills
• Good analytical and follow-through skills
• Strong commitment to work
• Some college and/or related experience required. Bachelor degree a plus
• Experience supervising staff in contact center environment preferred
• Minimum 1 year of experience as a customer service agent/lead and/or in State or National Assessments program management preferred
• Proficient verbal and written communication skills required
• Ability to work with all levels of management and staff
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously, and operate in a demanding work environment is important
• Detail-oriented with good follow-through on projects
• Must be able to manage multiple projects concurrently and as required so each project is completed within set guidelines and timelines
• Knowledge and experience with a Customer Relationship Management (CRM) or Call Management system a plus
• Minimum of two years of back office experience working credit and debit card disputes and chargebacks and one year of supervisory or leadership experience required
• Strong demonstrated communication, time management, and problem solving skills
• Demonstrated expertise with call center applications
• Provides effective leadership, coaching/support, motivation, recruitment and development of staff
• Manages performance by providing support and recognition to build strengths and develop confidence within the members of their team
• Communicates effectively with team
• Identifies and manages performance issues effectively and efficiently
• Ensures staff have the necessary training and available departmental tools and resources to be successful in their roles
• Executes effective recognition of employees to ensure engagement
• Partners with staff in their career development and progression
• Responsible for the management of day-to-day operations of the department, including effective task delegation/load balancing, as required
• Owns, heightens awareness, removes obstacles that are brought forward by employees, where possible
• Plans, motivates and leads team to meet service targets through achieving key performance metrics (eg. quality scores, AHT, schedule adherence, vacation management, absenteeism management, etc
• Develops and maintains collaborative relationships with business partners
• Maintains a high degree of confidentiality and judgment in dealing with sensitive Employee and Business Unit information
• Participates in the development of department strategies and implements changes to support the area’s mandate and goals
• Provides back-up to management in their absence
• Participates in projects, initiatives, workshops etc. as required. (eg. Wellness, projects, BI/PR etc.)
• Identifies and recommends solutions that will minimize service impacts to our organization, improve operational effectiveness and efficiency, productivity, including plans to implement these solutions
• Keeps well informed on issues affecting the department to proactively script and inform team members of appropriate responses in line with corporate and divisional media and public relations
• Responsible for all controls within the team and ensures staff follow appropriate processes (eg. complaint management)
• Handles escalated calls that are not able to be resolved by Customer Service Professionals or Specialists
• Effectively manages change at both the individual and team levels
• Post-secondary education with 3-5 years progressive Customer Service experience
• Previous leadership experience is beneficial
• In-house Leadership Development Strong leadership skills in coaching, motivation, development, team building and mentoring, as well as performance management
• Solid understanding of department scheduling, volume management, individual/team performance measures and Customer Service metrics
• Strong analytical, research, problem solving, decision-making and conflict resolution skills
• Solid understanding of the different needs of our customers, and a customer centric vision
• Strong interpersonal skills with proven ability to influence and negotiate with direct reports to ensure that service levels and customer inquiries are handled in a timely manner
• Strong, demonstrated professionalism and judgment
• Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment
• Solid technical experience in the application and administration of people management tools and systems
• General knowledge of project methodology
• Presentation and facilitation skills
• Solid business knowledge
• Solid overall understanding of Operations, including understanding processing workflows, policies etc
• Ability to maintain confidentiality pertaining to staff performance and client call monitoring
• Five + years of demonstrated increase in responsibility with prior supervisory/ management experience required
• Intermediate proficiency in PC/Windows related software (e.g. MSWord Excel) required
• Strong financial/metrics based background
• Sales orientated self-starter with strong interpersonal and negotiating skills
• Bilingual Candidate Preferred
• Bachelor's degree in healthcare, business or a related field or equivalent experience
• 2+ years of customer service/call center experience, preferably in a healthcare or insurance environment
• At least one year of experience as a supervisor or lead preferred

Supervisor Customer Service Resume Examples & Samples

• Provides expertise and customer service support to members, customers, and / or providers
• Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
• Impact of work is most often at the team level
• Must have ability to work any shift within operating hours of 7am to 8pm M-F, flexible to work weekends as business needs dictate
• 2+ years of experience supervising 10 or more direct reports in a customer service environment
• 4+ years of customer service experience
• 2+ year of experience in the development of staff/team
• Ability to send emails out of MS Outlook
• Ability to interrupt and analyze date data off MS Excel worksheets
• Ability to create and read MS Word documents
• Experience working within the Healthcare Industry either in a Doctor's Office, Hospital or Office setting
• Bachelors Degree preferred
• High School Diploma/GED or 10+ years of Call Center experience
• Work Shift - must be available 5am-9pm 7 days/week
• 3+ years of experience providing excellent Customer Service
• 2+ years of experience as a Supervisor or Team Lead
• 1+ years of experience in coaching and managing towards metrics driven goals
• 2+ years of experience with Windows PC applications (this includes the ability to learn new and complex computer system applications)
• Pharmacy Benefit Management(PBM) or Healthcare experience
• Call Center or Contact Center experience
• Experience with AVAYA system
• Provides coaching and feedback to team members, including the development of formal corrective action plans
• Reviews and addresses team attendance daily/weekly/monthly
• Supports call volume during peak times, to include taking member calls and escalated calls
• Available to work all shifts (given appropriate notice)
• Drive process improvements
• Continued strategic evolution to all business partner engagements
• Coaching and Developing associates and a results based environment while still having fun on a daily basis
• Administering the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations
• Performing quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance
• Leading workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes
• Recruiting rock star associates by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met
• 2 years of experience in a back office or route based work environment
• Strong familiarity with call center or operations support management hardware/software
• Knowledge of customer service techniques and standards, collections strategy
• Supervisory/Management experience required
• Monitoring team performance to ensure the department goals are met and supporting quality and training efforts
• Supports scheduled new-hire training with on-the-job coaching and on-the-job training according to the training program
• Develops Senior Customer Account Representatives to effectively Coach agents on performance
• Facilitates periodic dialogs among the inquiry work units, gathering feedback on correspondence and call quality monitoring, reporting, customer feedback, and processes effectiveness
• Coordinates, leads, or participates in focused projects including, automation of manual processes; direct systems interlinks; mainframe system upgrades and change testing; and centralized document generation system
• Supervises adjustment processing on loans or leases, due date changes, rewrites, loan auditing, credit bureau updates, transfers of equity, substitutions, and parking tickets. Tracks individual and departmental productivity using quality and quantity monitors
• Handles escalated customer calls
• Management Accountabilities: Has nonexempt through journey-level exempt subordinates or contractors. Supervises and provides leadership, coaching, guidance, training and staff development; interviews and selects unit employees; plans and evaluates employee performance; recommends merit increases, transfers and promotions; counsels and disciplines employees as necessary; recommends termination when appropriate; and monitors time and attendance of subordinates
• Job Knowledge and Skill: Extensive knowledge of captive automobile finance and of related State and Federal laws at a level sufficient to handle complex problems related to the work area in day-to-day situations. Superior interpersonal, conflict resolution and problem solving skills
• Experience: Eight or more years of increasingly responsible administrative experience, plus one or more years of directly related professional level experience
• Supervisory Experience: One to two years in a work leader role coordinating the work of other employees or contractors. This includes training new employees, assigning work, and checking the timeliness and quality of work. May have provided input into performance reviews. Most time in work leader role would have been spent performing work similar to that performed by the people whose activities the position coordinates
• Education: Professional certification or related degree from a four-year college preferred. Consider equivalent related college or technical courses, seminars and in-house classroom training
• Computer Skills: Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products
• Supervises the day-to-day operations of assigned team
• Ensures effective process utilization, quote, receive orders, order entry, purchase, invoice, track orders and expediting
• Provides team leadership and support to explore, identify and implement new or revised processes and tools required to ensure successful execution of required activities
• Resolves complex escalated issues raised from the team activities and/or specific customer process requirements issues
• Applies excellent process knowledge to audits to ensure compliance with all legal and internal financial controls requirements
• Reviews and analyzes operational metrics and identifies areas where additional opportunities exist to improve operational service levels
• Conducts and/or provides appropriate training and operational direction to team members to effectively perform the required defined processes
• Manages order management process and ensure process is verified and audited for compliancy
• Perform backlog management to ensure accurate order placement, ship-dates, installations, etc
• Responsible for the rollout of any new process and procedures to their assigned team
• Handles customer complaints and customer satisfaction issues elevating issues as needed
• Establishes performance metrics and provides performance appraisal and employee development planning with team members
• Is responsible for a variety of staff activities that include but are not limited to: assessing/assigning work; providing coaching and training, making hiring, monetary, disciplinary, and termination recommendations or conducting other required supervisory actions as needed
• Applies process knowledge to audits to ensure compliance with all legal and internal financial controls requirements
• May participates in operations and customer business reviews
• Serves as a mentor to staff across all process areas
• Two years of progressively more complex and responsible related work experience in customer support or a similarly related process activity arena demonstrating the ability to perform the variety of people interface requirements and work process activities involved in the position’s success
• 3+ years of experience in a call center type environment
• 1+ years of leadership and/or SME experience (successfully led a group of individuals and/or various projects)
• Available to work 8 hour shift within the hours of 8:00 am and 8:00 pm, 5 days a week, Monday through Friday
• Undergraduate Degree
• Supervisory experience in call center environment or strongly related
• Strong interpersonal and communication skills is required; i.e. communicating with direct reports and leading coaching sessions
• Demonstrated facilitation experience ; i.e. this person will be leading team meetings, reporting out to business managers and directors

Area Supervisor, Customer Service Resume Examples & Samples

• Directs and coordinates activities of field service technicians engaged in the installation, repair, and servicing of company equipment in field installations. Sets priorities and monitors progress according to established field requirements
• Studies schedules and estimates time, cost, and labor for completion of job assignments. Supervises employees in the servicing and repairing of equipment
• Cultivates, improves, and sustains relationships with customers and ensures customer satisfaction by following-up with customers and field technicians through service completion
• Coordinates with Regional Managers to ensure that field service technicians are trained, instructed, and oriented in proper procedures, operations, and methods. Ensures the proper training of technicians and customers in the installation, use and service of company equipment
• Provides technical leadership and guidance to field service technicians as required
• Advises management regarding customer satisfaction, product performance, and suggestions for product improvements. Coordinates customer service function with other departments
• Assists Regional Managers in the recruitment and training of field service technicians; Evaluates performance, recommends or initiates promotions, transfers, and/or disciplinary action
• Implements methods and procedures for monitoring work activities in order to inform management of current status or work activities. Recommends measures to improve methods, performance and quality; suggests changes to increase efficiency
• Travels daily within region, domestically as well as internationally approximately twenty-five percent (25%) to 50% of the time
• Enable team members to deliver consistent high quality service that delights our customers. Continuously coach the team to ensure the individual and team performance goals are achieved
• Serve as a leader by directing the team and ensuring the team successfully applies the call / claim strategy to each interaction. Assume accountability for ensuring individuals and the team meet their performance metric goals utilizing reports and data available
• Serve as a point of escalation for procedural and technical issues and coach staff regarding how to effectively resolve the issue(s)
• Motivate individuals and teams to provide exceptional customer service
• Partner with staff and other leaders (within and across sites) to develop improvements
• Development of improvement plans with the assistance of a business manager using available sources: team/site customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues, call monitoring
• Partner with Quality and Training to identify skill development needs
• Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and / or issues
• Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues
• Ensure team supports and adheres to all improvement initiatives
• Keep performance on track by monitoring and managing each staff member's performance. Conduct formal twice monthly one-on-ones, annual performance reviews as appropriate
• Support the workforce manager to insure staff is properly scheduled ensuring individuals and team adhere to the schedule

NA Rpso Supervisor Customer Service Resume Examples & Samples

• Establish and maintain alignment between Sales and Operations, including but not limited to Parts Booking Forecasting process from a regional perspective and align with sales input to convert sales forecast into BU forecast
• Monitoring and setting corrective actions related to identified key performance indicators (KPIs) under volume, effectiveness and responsiveness
• Identification, development, implementation and monitoring initiatives through the support of Sales/Operations
• Pricing Policies (consistency and Control)
• Booking Plan for Destination Region at level of single BUs, aligned to Year Over Year company growth expectation (approx. baseline scope is between 50 and 60 million yearly bookings
• Support sales on resolving customer parts complaints by coordinating with the respective BUs
• Act as Regional Pump Parts Expert overall responsible for the assigned Region
• Responsible for driving self initiated quotation generation, removing rework, and non value activities with solid application of tools and processes to drive results
• Strong communication skills written and verbal, with Customers, Sales and Operations directly (senior level)
• Able to make things happen across different functions within the Operations and Business Platforms and create a highly energized and motivated team for optimized results
• Able to prioritize and proactively complete tasks across Organizations
• Able to manage remote resources, regardless of the direct or matrix reporting line
• Effectively control and drive the quotation activity for the assigned region
• Able to drive best in class customer service, from cradle to grave
• Strong commercial drive and attention to details and process improvements, with a results driven mindset
• Deep knowledge of main IT application tools
• Proficient in MS Office packages (Excel, Power Point)
• Availability to travel when required
• Basic knowledge of centrifugal pumps and/or rotating equipment, material specifications, metallurgy, inventory control, estimating knowledge and a general understanding of the sales cycle
• Knowledge of Flowserve's portfolio of aftermarket offerings and related equipment solutions
• Sales background is a plus
• Product and Processes Knowledge - Internal Flowserve Candidate is a plus
• International mind set with sub-regional focus
• Manages and develops non-exempt direct reports
• Handles all direct employee personnel issues and processes (where applicable), including performance management, appraisal processes, development planning, and career pathing
• Supervises non exempt direct reports assigning workload, monitoring quality and associate coaching
• Ensures WellCare link is update to with the appropriate materials
• Trains CSRs on new processes and refresher training
• Creates/revises training as needed
• Facilitate and participate in meetings with other departments and line of business as needed
• Act in a liaison capacity for the Mgr/ Sr Mgr representing the call center with other areas and business units
• Completes gap analysis on training for the business
• Required A High School or GED or equivalent
• Preferred An Associate's Degree in a related field
• Preferred A Bachelor's Degree in a related field
• Required 4+ years of experience in a Customer Service or call center environment
• Intermediate Ability to communicate and make recommendations to upper management
• Intermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
• Direct bargaining unit or non-exempt line employees in day-to-day activities
• Schedule overtime when required
• Develop scheduling process to ensure efficient completion of workload
• Establish, promote and maintain a safe work environment within the department
• Review and monitor reports as required
• Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees
• Promotes customer and employee satisfaction
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level, UES and AHT
• 1+ years in a Call Center environment
• Intermediate in Microsoft Word and Excel – Create, downloading, tracking, and saving documents
• 2+ years in a Leadership role (Team Lead, Supervisor, Project Lead, etc.)
• Must have the flexibility to work between 7:00 a.m. - 10:00 p.m. Monday - Friday and one Saturday per quarter
• Claims experience is a plus
• Healthcare experience is a plus
• Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
• Handling customer escalations as needed
• 3+ years of Customer Service experience analyzing and solving customer's problems
• 1+ years experience with Windows PC applications (this includes the ability to learn new and complex computer system application)
• Ability to create process instructions and documentations with MS Word
• Ability to send emails and use calendar within MS Outlook
• Ability to manipulate and track data within MS Excel
• Working hours 6:00 am to 8:00 pm M-F, with weekends, overtime and holidays as needed
• 1+ year of experience as a Supervisor
• Exciting opportunity within OptumRx as a Supervisor of Customer Service for located in desirable Ahwatukee location
• 1+ years of experience as a Supervisor or Team Lead experience
• 1+ years of experience with Windows PC applications and Word, PowerPoint and Excel (must be able to read/write/open/edit documents, presentation slides and spreadsheets, including the ability to learn new and complex computer system applications)
• Must be flexible to work nights, weekends and holidays as business needs as the facility runs 24/7
• Project Management experience
• Training and development experience
• Must be bilingual (English/Spanish)
• Minimum typing 35 WPM
• Knowledge of Managed Care
• Ability and willingness to go above and beyond for the Member
• Strong planning and organizational skills with ability to work under strict deadlines
• Ability and willingness to compromise facilitate and negotiate with and between departments
• Ability to function in a multi-task environment as well as part of a team
• Ability and willingness to project a positive attitude in all undertakings
• Ability to handle difficult and demanding situations
• Minimum of three years supervisory experience in a customer service environment
• Proficient in Microsoft Office based systems, spreadsheet packages, database management and order entry software
• Understanding of sales and marketing processes
• Business acumen skills to effectively analyze data and trends
• Ability to effectively motivate, train, coach, mentor and provide leadership to direct reports
• Excellent organizational and administrative skills
• Detail orientated
• Ability to generate highly accurate work
• Self-motivated, independent and energetic
• Ability to travel up to 10%
• Oracle JDE Experience
• Experience working in a Corporate environment
• Experience working in the Medical Device industry or other regulated industries
• Coordinates work activities with other supervisors, managers, departments, etc. Identifies and resolves operational problems using defined processes, expertise and judgment
• Prior health savings account product knowledge and experience is desired
• Proven experience motivating and inspiring team members to exceed performance expectations
• High School Diploma/GED or 10+ years of equivalent work experience
• Must be available to work Monday - Friday start time 6:00 am - 10:00 am and weekends as needed by the business
• 5+ years of Customer Service experience analyzing and solving customer problems
• Basic proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
• An education level of at least a High School Diploma or GED is required
• Proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications AND have a general understanding of MS Word, PowerPoint that typically comes from daily usage (read/open/write/edit documents/presentation slides)
• 1+ year of experience as a Supervisor preferred
• Previous Healthcare experience preferred
• Excel (read/open/write/edit spreadsheets)
• Ability to create process instructions and documentations with Microsoft Word
• 1+ years of experience as a Supervisor
• 1+ years of supervisory experience leading a team of 10+ individuals
• Participates in projects, initiatives, workshops etc. as required
• Financial Dealer experience is a key asset
• 3-5 years progressive Customer Experience in a Securities environment
• Experience with relationship building, partnering with Advisors
• Post-secondary education
• Leadership skills in coaching, motivation, development, team building and mentoring, as well as performance management
• Minimum of 75% associate engagement on annual survey
• Enhance productivity and streamline processing to achieve at least 10% improvement year over year
• Take ownership of new and existing client scope of services and deliver a level of service quality that exceeds our clients expectations as measured by achieving an 85% on client survey
• Hire and retain top talent (as measured by the Fiserv hiring scorecard) to achieve less than 15% voluntary attrition rate
• Develop and manage talent and have a production ready successor
• Demonstrate leadership and self-sufficiency by leading client or internal projects from inception to completion with little or no supervision
• Manage team call quality to exceed 90% based upon internal and external call reviews
• Business process outsourcing experience preferred
• Manage day to day operations of staff
• Respond to client inquiries within 24 hours. Manage staff and day-to-day operation
• Manage all collection activity to ensure compliance with all regulations for both US and Canada. Performs other duties as required
• Auto lending background required
• Detailed understanding of state and federal debt collection regulations and statutory requirements as well as collection and skip tracing techniques
• Indirect automotive finance industry knowledge a plus
• Ability to set and monitor individual goals as well as motivate employees
• Working knowledge of Microsoft Office products a plus
• Inbound / Outbound Dialer strategy knowledge
• Lean Six Sigma Yellow Belt certified or is willing to achieve certification within 15 months
• High School Diploma/GED OR 10 years of equivalent working experience
• 5+ years of Customer Service experience analyzing and solving customer’s problems
• 1+ year of experience as a Supervisor in a Call Center Environment managing Direct Reports
• Experience with Windows PC Applications, which includes Outlook (ability to send and receive emails and use calendar)
• Associate’s Degree or higher
• Develop (SMART) goals and objectives, and monitor progress toward achievement
• Handle customer related concerns and relay product related issues to Department Manager
• Monitor, manage and maintain CRM functionality in order to ensure the delivery of regular productivity
• Actively engage in supporting, leading department HOS initiatives, and ensure practices and behaviors are sustained
• Conduct regular HOS tier meetings to ensure changes or updates are effectively communicated with team members
• Ensure team member performance and development meets or exceed expectations by coaching, motivating, training, observing, and evaluating
• Ensure Departmental Metrics are in compliance with targets
• Effectively generate, monitor, address, and sustain call center reports in order to identify areas of improvement
• Ensure Customer Escalations are managed effectively, correctly, and ultimately resolved
• Carry out daily tasks with a sense of urgency in line with the demands of Honeywell’s customer base
• Provide superior customer experience to all internal and external customer with the proven ability to effectively communicate and handle difficult situations
• Support the development and maintenance of department practices and processes as required
• Partner with Department managers to ensure departmental initiatives are met on an on-going basis
• Ability to effectively communicate and manage the change process in order to effectively achieve desired results
• Identify and appropriately address training opportunities for team members relating to the soft, professional, and technical skills
• Ensure team members are well equipped and furnished with tools required to effective in an individual role. Tools include but not limited to; phones, headsets, computers, properly licensing for software, training on tools, network capabilities, etc
• Ensure the safeguarding and efficient use of the Honeywell C&PS furnished materials and equipment
• 1+ years’ prior Lead and or Supervisory experience
• 3+ years of Supervisory/Team lead experience in a Call Center environment, leading a team of 10 +
• 1+ years of Human Resources Policies and Procedures knowledge
• 1+ years of coaching/motivational experience on a team and individual level
• Must be available to work during the department hours which are M-F 5:00 am - 6:00 pm, and Saturday 8:00 am - 5:00 pm, overtime, and holidays as needed
• Customer service experience in Medical Claims Processing or Healthcare Insurance
• Specialty Pharmacy experience
• Call Quality Management experience
• Team interaction, performance matrix, and improvement projects/methods experience
• Knowledge of CMS (Call Center Management)
• Medical billing experience
• Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers
• Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
• Able to send and read emails from Microsoft Outlook
• Able to interrupt and analyze date data off Microsoft Excel worksheets
• Able to create and read Microsoft Word documents
• 3+ years of proven ability in providing Customer Service to internal and or external customers in an office setting
• 3+ years of experience leading a group of 10 or more in the capacity of Supervisor, Manager, or Lead
• Experience working within a Call Center
• Evaluate employee performance and develop programs / meetings to enhance employee' s job skills and motivate employee towards department goals. Develop working relationships with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. ; 25%
• Design, implement, and monitor identified process/procedural improvements. ; 10%
• Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of customer special needs; 10%
• Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department; 10%
• Mentor and provide guidance to lower level and less experienced supervisors
• Provide input regarding performance of lower level and less experienced supervisors to Manager and Managing Supervisors
• Decision-making authority is related to completion of departmental scheduled workload
• Display a customer first attitude
• Supervise the Sandy One Campus Store locations
• Meet all approved budgeted areas (sales, margin, expense, etc.) each month/year
• Ensure floor is properly staffed and employees trained in necessary loss prevention methods to ensure floor security and minimize shrink
• Resolve customer complaints and solve problems, and deal with policy issues as they arise
• Work with the Sandy Manager to hire, train, and discipline staff as needed
• Ensures sales floor is fully stocked with appropriate stock levels
• Works with merchandising coordinator to ensure floor is visually appealing and meets the Campus Store visual merchandising guidelines
• 2 years previous supervision experience
• 2 years previous retail experience
• Develop and maintain standards of excellent performance and quality service for Member Satisfaction & Retention, in cooperation with other Supervisors and Manager
• Manage and direct agents on a daily basis to provide exceptional member service and education while following program scripts, policies and procedures
• Motivate individuals and teams to provide excellent service during every interaction
• Facilitate problem resolution with members, management staff and other agencies or entities, as needed
• Maintain appropriate staffing levels to ensure department and program objectives are met
• Maintain focus on member retention and program objectives through policy and program decisions and consider member impacts of these activities
• Conduct appropriate levels of performance monitoring to ensure that employees are receiving the feedback and coaching necessary to achieve and maintain excellent member retention/service
• Act as a liaison between agents and other departments and vendors
• Utilize call management systems to track individual, team and department performance and make adjustments, as appropriate
• Distribute information related to policy and procedure changes to all team agents to ensure accurate dissemination of information to members, perspective members and other parties
• Monitor agents’ performance and provide coaching and feedback on their individual performance and impact on department goals, vision and values
• Identify individual performance issues. Plan and implement, with Representative involvement, an improvement plan, as necessary. Complete and maintain appropriate documentation in accordance with corporate policy
• Prepare and provide feedback in employee’s performance appraisal
• Identify growth opportunities and assist employees in successfully fulfilling those assignments while contributing to the overall success of the department and company
• Schedule, plan and facilitate one on one and team monthly meetings with staff
• Assisting with inbound and outbound member calls
• Medicaid experience
• Bachelor's Degree (or higher) in a related field (healthcare or social services)
• Work Shift - must be available 5:00 am - 9:00 pm 7 days/week
• 3+ years of experience providing Customer Service
• 1+ year of experience in coaching and managing towards metrics driven goals
• 5+ years in a customer service environment, preferably significant experience in a customer service call center
• Progressive positions of responsibility, including supervisory experience with direct reports
• Experience in health care, health insurance, Medicare and/or Medicaid programs
• Ability to set and achieve goals and deadlines
• Excellent communication skills (oral and written)

Supervisor, Customer Service Management Resume Examples & Samples

• Coordinates and supervises the daily activities of business support, technical or production staff in an assigned area
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Has in-depth knowledge of work processes and tools within own area
• Applies expertise to solve standard and non-standard problems within own area
• Makes decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team; coaches/supports subordinates in their decision-making efforts
• Role models Cardinal Health's high ethical standards and code of conduct
• Provides direction in discussing and creating development plans
• Provides input into succession planning process for own work area
• Aligns individual goals for self and others with work area/functional goals
• Builds confidence and respect of others through a positive and energizing style
• Assists work team in the achievement of goals/ commitments; achieves own goals/commitments regardless of obstacles
• Works within budgetary/ financial objectives set by manager, applying knowledge of profit drivers to work processes within own area
• Is aware of internal/external business issues
• Identifies specific opportunities for long-term change within own work team or product/service
• Builds customer relationships, interprets customer needs and assesses their business requirements
• Leverages customer knowledge to develop alternative solutions and shares key learnings with others
• Resolves day-to-day or routine problems using defined processes
• Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence
• Actively builds relationships across functions/businesses that bring value to the company, encouraging the participation and perspectives of all team members, regardless of background; mentors and empowers others to achieve success
• Effectively listens to and explains difficult issues to reach shared understanding and build alignment
• Customer Service and Customer Focus driven
• Phone Skills
• Data Entry Skills
• Product Knowledge - Insurance, reimbursement, specialty pharmaceutical
• Objectivity
• 0-3 years experience
• Coordinates and supervises the daily activities of operations, or business support staff
• Administers and executes policies and procedures
• 0-3 years professional experience, preferably in a healthcare support and/or call center environment
• Strong leadership skills and prior experience leading others

Supervisor Customer Service, International Resume Examples & Samples

• Previous experience leading a team of direct reports
• Excellent written and oral communication and the ability to interact with all levels of management and with outside contacts
• Bilingual and international experience is a plus
• Knowledge of compliance and the importance of managing it in a CS environment (Non-negotiable)
• Successful track record of service delivery to key performance measures in a high volume service environment (Non-negotiable)
• Experience of process development and improvement (Non-negotiable)
• Educated to A-level or equivalent level
• Driving license preferred
• You are required to be smartly presented at all times and have a professional approach when dealing with customers and key stakeholders
• Ability to speak another European language would be desirable
• Responsible for supervising Customer Service Agents to ensure the teams are adequately trained to resolve customer issues and queries
• Handling and Resolving Customer Escalations directly from customers and/or from regional call centers
• Monitor key metrics and case statistics for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals
• Lead regularly scheduled conference calls to discuss the status of all current call centers. Additionally, attend Quarterly Business Reviews (QBR) as required
• Ensuring that Support personnel are following best process and practices to efficiently resolve customer issues and communications to the customers
• Work with Customer Support and RMA team to improve RMA rate
• Bachelor’s Degree and a minimum of 2 years’ experience in directly managing Customer Service functions
• Prior experience managing customer support professionals in a fast-paced, growing, multi-lingual call centers required. Consumer Electronics Industry experience preferred
• Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues
• Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
• Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties
• Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff
• Educate members regarding plan benefits as appropriate and refer members to Connections Representatives
• Review and respond to complex issues and questions
• Ensure processes are compliant with contractual agreements and State and Federal regulations
• Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions
• Audit daily phone log reports and access the need for changes
• Take ownership when issues need to be escalated or CBO wants to talk to a member of management. Act as the contact for member advocacy groups. Work to get agreed changes implemented
• Handle escalated issues for services that the Health Plan does not ordinarily cover (e.g., same day transportation; out of network provider.)
• Handle escalated issues regarding to release of medical records
• Respond to escalated hotline complaints of the member or a provider, the State or an organization
• Maintain responsibility for overall evaluation of the MCO internal advocacy plan. Monitor any contracts the MCO may enter into for external advocacy with culturally diverse associations or agencies. Train the associations or agencies and to ensure their input into the MCO’s advocacy plan
• Provide ongoing input to the MCO management on how changes in the MCO provider network will affect member access to medical care, member quality and continuity of care. Participate in the development and coordination of plans to minimize any potential problems that could be caused by provider network changes
• Ensure that team is appropriately staffed to meet state requirements
• Influence or provide input to Health Plan forecasting and planning activities
• Performs supervisory audits as necessary

Supervisor Customer Service Representative Resume Examples & Samples

• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
• Oversee call center operations as a liaison between members, providers and call center employees ensuring compliance of set standards and productivity
• Monitor and ensure inbound queue coverage at all times; utilizing all available staffing resources. Adjust work schedules to meet business needs
• Provides expertise and customer service support to members andor providers which may include escalated issues
• Review call center statistical reports to measure staff performance. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans as necessary
• Quality monitoring of member contacts to ensure quality assurance standards are met
• Coordinate interviewing, hiring and training of customer services associates as needed
• Maintains accurate employee files, including reviews, attendance, file notes, training and corrective action
• Consistently communicates changes such as policies, procedural and overall performance as a team and one-on-one
• Monitors attendance and tardiness to ensure compliance within company guidelines
• Demonstrates flexibility and implements motivational strategies to maintain associate morale
• Attends and participates in organizational meetings as well as weekly management staff meetings
• 1+ years of work experience in a customer service environment analyzing and solving customer problems
• Experience with Microsoft Word including data entry and documentation creation
• Experience with Microsoft Excel including data entry, sorting, creating/modifying spreadsheets
• Experience with Microsoft Outlook including the ability to send/receive email, set out of office, and update calendar
• Experience with Microsoft PowerPoint including presentation creation
• Some college or college degree
• Supervisory, coaching or other leadership experience in a call center environment
• Previous experience with Medicare and Medicaid desirable, as the position supports the Government Programs call center
• Knowledge of medical claims and billing
• Ability to provide high levels of customer service in a fast paced call center environment
• Work Shift – generally 40-50 hour work week but may be required to work as early as 6:00 am – and as late as 10:00 pm and weekends as business needs require
• 2+ years of experience providing Customer Service
• Intermediate or above proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
• 2+ years of Call Center or Contact Center experience
• Pharmacy Benefit Management (PBM) or Healthcare experience
• Proven ability to de-escalate customer/member concerns
• Proven ability to work with various levels of management
• Ability to translate complex processes to front line employees
• Supervises, coaches and develops staff; assigns, directs, and checks the work of assigned personnel to ensure quality client service
• Provides expertise to resolve client concerns and policy or procedural issues. Collaborates with appropriate personnel to identify and resolve system problems
• Establishes and maintains a positive, professional relationship with clients. Contacts tax agencies as needed. Fosters a cohesive relationship between service team and other departments to maintain a unified approach to management
• Makes hiring recommendations and evaluates performance; recommends merit increases, promotion or termination, and disciplinary action to maximize organization performance. May act independently of Manager
• Supervises knowledge level and skillset of personnel; recommends, implements, and monitors on-the-job training and education to further professional advancement of assigned personnel
• Partners with recruiting related to interviewing, and hiring to ensure that the best possible talent is hired
• Works with client’s to resolve issues and review payroll service as needed to insure the company maintains the highest levels of client retention. Assists Manager to meet revenue and retention goals
• Plans, coordinates, and organizes quarter- and year-end processes to provide accurate and timely tax documents to clients
• Ability to motivate, develop, and direct staff
• Experience meeting departmental and corporate objectives
• Skilled in problem-solving and resolving complex issues
• Strong written and verbal communication skills, and the ability to communicate with various levels of professionals
• Ability to work effectively in a team supervision environment
• College degree and/or equivalent experience preferred. Series 6 required within 30 days of hire
• Pro-actively resolve unpreventable order related issues through effective communication with internal stakeholders and with customers, when necessary
• Maintain expert knowledge level of all product details, production times, payment methods and shipping methods for all customers
• Maintain an accurate and centralized database inside our CRM for all ‘special’ knowledge related to each customer accounts
• Provide training when necessary to enhance customer service agent’s knowledge and capabilities
• Isolate and identify new areas of improvement from a CRM perspective
• Act as escalation point for all customer issue escalations
• Along with a generous Compensation Package, the company offers an excellent Benefits Package, including Medical, Dental, Bonus Eligibility, a Defined Contribution Plan (e.g. 401(k)), Life Insurance, Long Term Disability, and a Flexible Spending Account
• Bachelor’s Degree in computer science and minimum of 3-5 years’ experience working with Computer Hardware
• Prior experience as 3rd tier Technical Support Engineer with software/hardware companies – Consumer Electronics – a major plus
• Excellent research and analytical skills. Ability to provide quick solution to new problems
• At least 2-3 years of experience working with off-shore call centers
• Ability and experience to work in fast paced environment
• Up to 25% international travel may be required
• Direct and daily supervision of direct reports on the customer service team
• Monitor outbound and incoming interactions including phone calls, emails, faxes and web chat to ensure proper quality standards are being met
• Ensure staff handles all transactions with accuracy, timeliness and according to company policies and procedures
• Ensure that the best overall customer experience is being provided
• Coach, train and develop team members as needed and/or required on the spot and/or by scheduling individual one on one meetings
• Review key performance metrics with staff and ensure that they are understood and met
• Evaluate direct reports on the ability to meet performance objectives through continuous coaching and development. Directs and advises improvement strategy when objectives are not met
• Analyses and resolves work problems. Provides assistance to staff with difficult and complicated cases. Handles escalated calls and resolves accordingly
• Engages and empowers direct reports on a daily basis
• Participates in development, implementation and updates of all aspects of customer service training. Including updating department specific training material
• Perform tasks outside of the duties of the standard order entry, including project based work, creating new processes and participates in business process reviews
• Interfaces with other departments and creates a strong relationship among cross functional teams
• Creates and conducts formal performance appraisals for assigned staff
• Ensures employee recognition programs are being used
• Handles personnel and disciplinary issues for direct reports as required
• Interviews and screens job applicants for department positions
• Leads and participates in meetings regarding department issues
• Performs duties of other team leads as needed
• Perform Customer Service Representative duties during high volume time periods or when necessary
• Perform other assignments as required or assigned
• Evaluates strengths and weaknesses of staff in order to foster a positive working environment which includes
• Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies
• Allocate work assignments to ensure daily receipts are processed in accordance with Service Level Agreements (SLAs) based on order of receipt. Review work load to identify gaps in processes and/or inefficiencies. Incorporate applicable workflows and business rules. Perform appropriate data analysis and reporting
• Ensure customer satisfaction by developing business partnerships with internal and external customers for seamless results and by expediting resolutions of complex problems/issues either by resolution, or escalation
• May oversee multiple work teams and/or servicing of multiple projects
• May participate in and/or lead departmental and interdepartmental workgroups
• Strongly possess Integra’s core values
• Bachelor Degree or a minimum 5-8 years customer service supervisor experience preferably in medical device and/or pharma company
• Excellent written and verbal communication skills with the ability to prioritize and execute multiple tasks. Must function independently and possess organizational skills
• Must have a strong knowledge of computer systems with experience in Oracle preferably or a comparable order entry system, Excel and Microsoft Word
• Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required
• Provides day-to-day leadership direction to Customer Service team including proactive guidance, troubleshooting support, and issue escalation
• Delegates work and coordinates activities of staff members and teams
• Monitors Customer Service performance against expectations
• Processes feedback and resolves complaints
• Drives accurate and timely resolution of Customer Service inquiries and processes related to customers orders
• Performs daily Customer Service staff responsibilities and other management responsibilities (as necessary.)
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
• Lead Customer Service teams in a complex, fast-paced, ever-changing work environment while ensuring the delivery of high quality customer service in an efficient manner
• Manage service effectively on a daily basis to ensure high quality customer service and professional image is portrayed
• Build a high performing cohesive work team through acquiring, training, developing, coaching, mentoring and motivating staff members
• Manage sensitive customer situations in a professional manner that maintains Manulife’s reputation and image
• Participate in continuous improvement projects
• Strong people management skills, including employee development, performance management, coaching and team building
• Strong customer orientation with ability to focus and meet expectations of customers
• Strong oral and written communication skills in French and in English
• Excellent organizational and priority management skills
• Knowledge of the Quebec market and unique requirements, an asset
• Good interpersonal skills with proven ability to influence and negotiate, defuse, reconcile and remedy customer issues and create win-win solutions
• Excellent organizational and priority management skills in a fast-paced environment
• Ability to identify training requirements
• Manage a team of call center agents
• Be available to assist agents while they are on the floor
• Monitor and update the CSR Tool
• Review previous week’s monitoring checklists and written performance summary of the team with Manager of Call Center Operations weekly
• Develop schedules with agents each month to ensure call center objectives are covered
• Spend at least four hours per month taking calls
• Outstanding communication skills and the ability to understand complex situations to effectively handle escalated customer needs
• Analytical skills and the ability to read and interpret data
• Ability to operate computer programs; Microsoft Word, Microsoft Excel, Microsoft PowerPoint
• Ability to multi-task to complete calls and serve members

Supervisor, Customer Service Call Center Resume Examples & Samples

• Driving overall team performance by analyzing key metrics and enacting plans to increase results
• Cultivating strong relationships with internal and external partners
• Building a talented and cohesive team through team and individual development
• Serving as team resource and expert, answering operational questions and assisting with escalations
• Supporting the design, implementation, and management of process improvements to enhance call and
• Placement quality
• Travel required: up to 10%
• Bachelor’s degree or equivalent years of work experience
• 2+ years experience in customer service or call center environment strongly preferred
• Intermediate proficiency in Internet and MS Office environments (Word, PowerPoint, Excel, and Outlook
• Provides leadership and management for the day-to day operations of the customer service organization
• Establishes standards for the group to ensure all customer contacts made by telephone, email, fax, EDI etc., are responded to promptly and professionally
• Monitors product availability and works closely with other departments as appropriate for focus and timely resolution of problems
• Establishes clear concise performance and development targets for individuals and the group and holds people accountable
• Schedules and monitors phone coverage to ensure they are adequately staffed at all times
• Provides training and development plans to ensure high quality personnel are retained in the organization
• Reviews the work activities, service demands, and priorities and makes adjustments as necessary to obtain optimum performance levels and results
• Thinks strategically and creatively and partners with sales, marketing and technical support to continually improve service and to exceed customer expectations
• Champions the PPI (Practical Process Improvement) principles; fosters and drives them within the group and organization
• Acts in a leadership role, working with and promoting cooperation across functional groups to achieve group, divisional and corporate goals and objectives
• Associate degree or equivalent in business, science or related field. BS highly desired
• 5+ years related work experience in order fulfillment, call center, or sales administration; life science industry experience highly desired
• 2+ years direct management experience of a team of non-exempt employees
• Strong analytical, communication and business acumen, with a proven record of success
• Must have excellent communications skills
• Experience working within a complex matrix organization supporting key stakeholders at all levels and across various disciplines (i.e. sales, marketing, manufacturing, etc)
• Track record of success in a customer facing role with experience in resolving customer complaints and issues
• Experience in mentoring, coaching and training new customer service representatives
• Available for up to 10% business travel
• Associate or Bachelor Degree preferred or directly equivalent work experience
• 2-3 years of leadership experience, preferably in a pharmacy, insurance, benefits, or patient service related environment
• Experience with call metrics and analysis, staffing models and workforce management
• Advanced computer knowledge with demonstrated proficiency in Microsoft Excel and Word
• CPR+ experience preferred or advanced experience working with pharmacy EMR systems
• Ability to demonstrate flexibility and agility with changes in work processes and the work environment
• High customer service orientation with external/internal customers
• Excellent problem solving skills and the ability to effectively guide employees through issues
• Excellent communication skills (verbal, written, and listening) and interpersonal skills
• High level of accuracy and attention to detail
• Exceptional coaching & feedback delivery ability
• Strong ability to multitask and meet deadlines
• Learn specific manufacturer program guidelines, initially and ongoing
• Monitor patient and customer interactions (both live and recorded calls, and email), assessing interactions and providing feedback and goal-setting with employees
• Develop employee’s skillsets to ensure competency within current role and applicable future roles
• Engage each day with a positive, professional, patient-centric & team-oriented outlook
• Act with integrity at all times and be the role model for team behavior
• Take ownership of queue/ workflow service levels in order to reach set KPI’s
• De-escalate customer situations through effective communication and problem-solving skills
• Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
• High level of collaboration with leadership in other pharmacy departments
• Prepare team/queue activity reporting; be knowledgeable of events that impact team performance
• Assign, distribute and monitor quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements
• Review and approve timecards, time off requests, and the accuracy of labor allocations and payroll processing information
• Thorough understanding of adjudication and billing processes (Commercial and Government insurance), to include co-payment of claims, interpretation of claim responses, co-pay assistance plans, etc
• Must be available to work any given shift between the hours of 7am-11pm Sunday-Saturday
• 5+ years of Customer Service experience analyzing and solving customer's problems
• 2+ year of experience as a supervisor, managing direct reports
• Entry-level proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications

Supervisor Customer Service Call Center Resume Examples & Samples

• For more information on the facility, please click our Locations link
• Specialty/Department/Practice – Radiology
• Shift/Schedule – FT, Days
• Benefits –Our competitive benefits package includes*
• Educates, motivates, leads, guides and directs all assigned representatives to reach their highest potential and career goals
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, AHT, ACW, etc
• Positions will span three sites Allentown, PA, Horsham, PA and Reno, NV
• Ability to work evening hours up to 8:00 pm depending on business needs
• Ability to facilitate change
• Ability to drive employment engagement
• Ability to manage multiple administrative tasks
• Ability to work independently as well as in a Team environment
• Proven ability to drive performance and results in a fast paced environment
• Supervises, coaches, monitors, advises and provides feedback to associates to achieve
• Bachelor’s degree and 2+ years of service operations experience, or an equivalent
• Lead and direct the work of others
• Decision making skills
• Organizational and multi-tasking skills
• Ensures department key performance indicators are met by completing daily tasks such as
• Responsible for overseeing the Keying process for all customer sales in our IP tracking system

Senior Supervisor, Customer Service Resume Examples & Samples

• 3-5 years or more of supervisory experience in a call center environment
• Coordinate and assist with the daily tasks to ensure successful operations of the call center while looking for continuous improvement opportunities. Allocate available personnel to accomplish both routine work and high priority jobs
• Oversee the successful completion of daily tasks among the team. Keep track of phone call queue and ensure proper coverage
• Monitor production, productivity (through put), and quality and ensure established standards are maintained. Respond to operational and/or technical problems and resolve
• Liaison with production and engineering regarding any specialized tooling, fixturing and/or other impact to complete requested customization/modification
• Monitor employee time and attendance records. Detect trends in attendance and take require actions within the limits of established policy and/or contract provisions
• Handle disciplinary situations according to established policy. Ensure the proper training, cross-training and/or re-training of personnel
• Develop new Bill-of-Materials for customizations, generate work orders, sales orders, etc
• Receive service requests via phone, fax and/or mail. Make determination to receive guns from customer under warrantee or for paid service work. Obtain all required information from customers for service work. Prepare correspondence to customers regarding service work performed
• Hire, train, assign and check work of subordinates as to company policy and procedures, methods and practices, standards of performance and other matters affecting their work. Detect substandard performance and take appropriate corrective actions. Evaluate performance of subordinates and confer with supervisor on personnel or other matters affecting subordinates
• Perform other duties pertaining to the Service Group as required or requested by Manager

Supervisor, Customer Service Shift Resume Examples & Samples

• Proven development and motivational skills
• One year of banking or bill payment experience preferred
• Card Services experience preferred
• Lead one of the operational teams in Freight Forwarding
• Manage the handling of Electronic Customer Message exchange
• Secure collection and storage Shipping relevant Documentation
• Control Bill of Lading handling (B/L)
• Monitor Port Filing handling
• Coordinating Transport movements
• Secure advanced Customs notice handling
• Own reconciliation process concerning Executional vs Financial system
• Support Customer Invoicing process
• Support improvement and corrective projects
• Supervises the resolution of escalated customer service issues and/or retention of “at risk” customers in response to contract coverage questions utilizing company policies and procedures
• Engages customers directly as needed to resolve escalated service issues or facilitate customer retention
• Make recommendations for improved customer retention, contract verbiage and/or escalation procedures
• Manages individual associate and team performance to achieve department goals
• Maintains staffing, scheduling and distribution of daily assignments to meet departmental needs
• Maintains accurate and confidential files, including payroll and associate performance
• Bachelor’s degree and 3+ years of years of customer service experience resolving escalated service issues to ensure customer retention/relations required, or an equivalent combination of education and experience
• Knowledge of customer relations and retention approaches and processes
• Analytical skills and attention to detail
• Coordinates, supervises and is accountable for the daily / weekly / monthly activities of a team members
• High School Diploma / GED or higher
• 3+ years of customer service / call center experience
• Experience with Windows PC applications
• Experience using Microsoft Excel- Creating, Updating, Formatting Spreadsheets and Microsoft Word – Creating, Updating, and Formatting Documents
• 1+ years experience as a professional leader / supervisory role within an organization
• Performance management experience
• Knowledge of Call Center systems such as Genesys, Qfiniti, CMS, IEX, CTI and TCS
• 1+ year of experience in a client facing role
• Former Customer Relationship Management experience
• Oversee the scheduling and supervising of all Customer Care Center (CCC) Customer Representatives and address performance and service quality related issues
• Plan, schedule and supervise the activities of CCC employees engaged in receiving and processing all requests from customers for service, correspondence, customer billing inquiries and complaints
• Oversee the monitoring of the CICS
• Oversee the timely completion of all reports associated with CCC activities
• This includes statistics relative to the IVR and Supervise calls
• Update and maintain procedure manuals for CCC
• Train and instruct employees in the performance of their duties. Review and appraise their work performance
• Maintain vacation, personnel records including attendance, payroll and weekly schedules
• Maintain CCC and telephone processing equipment
• Perform duties inherent in all supervisors, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required
• Associates degree in a technical or business discipline is required. Significant relevant experience may be substituted for the educational requirement
• General working knowledge of CICS system is preferred
• Three years’ work related experience in customer service is preferred
• Previous supervisory experience in a unionized environment is preferred
• Significant knowledge of automated information systems applications and personal computers is required
• Knowledge of company customer service operations, policies and procedures is preferred
• Superior oral and written communication skills are necessary
• This position will be moving to Atlantic City in 2018

Supervisor, Customer Service / Sales Support Resume Examples & Samples

• Partner with Bard’s equipment service center and Equipment Technical Service Team to develop a world class service & repair process
• Coordinate day to day activities and develop strong relationships with various BMD departments: Field Assurance, Medical Support Services (MS&S), Quality, Logistics, Operations and the Contracts & Pricing Departments
• Perform employee performance reviews, create development plans for the ESS staff, and provide coaching to ESS Team
• Develop team level analytics and reports for department leadership
• Partner with MS&S to develop a collaborative culture and process between the MS&S and ESS teams
• Work closely with Bard’s equipment service & repair centers to ensure the overall process is achieving the desired service levels, operation goals, and providing a world class customer experience
• Collaborate with Marketing to provide ESS support on new product launches
• Adhere to and ensure compliance with C.R. Bard, Inc., guidelines, protocols, and policies
• Knowledge of GMPs and quality system management. Customer service experience in the medical device industry. Prior experience developing SOPs. Knowledge of logistics. Experience developing training programs. Exposure to six-sigma. Ability to work with colleagues across all levels of the organization. Track record of developing strong relationships with associates, customers and partners. Experience leading teams or processes. Must be self-motivated and self disciplined; ability to prioritize and handle multiple tasks and responsibilities efficiently. Strong analytical, listening, questioning skills; ability to solve problems real-time. Excellent written and verbal communication skills. Ability to handle and maintain confidential information. Ability to resolve potentially stressful customer interactions. Computer systems experience preferred: Trackwise, JD Edwards, Mircosoft Office, MasterControl, quality management systems, SalesForce.com. Microsoft Access Computer systems experience required: Microsoft Outlook, Excel and Word Excellent organizational skills. Ability to successfully perform duties with minimum supervision. Must possess a professional image and demonstrate work maturity
• BA degree required; higher education a plus
• Minimum five years experience within a Customer Service department/team medical device industry environment
• Minimum three years supervisory experience
• Knowledge of Company's products and services
• Knowledge of Company's policies and operational procedures and processes
• Knowledge of Company's internal and external quality goals and standards
• Supervisory and leadership skills
• Ability to achieve results through others
• Select, train, coach, mentor and motivate employees to maximize performance and behaviors. Monitor the performance of employees and implement corrective action for employees when performance and standards decline
• Create a work environment that recognizes rewards and motivates employees to continuously improve business processes to add greater value to the products/programs offered
• Ensure compliance with all regulatory entities (i.e., DOH, CMS, NCQA, etc.) Create, implement, monitor and report on the policies and procedures to ensure all required business/compliance standards are met. Represent the department compliance audits are it relates to the supervisor functions
• High School/GED
• Two (2) years of experience in customer service and/or claims environment
• Knowledge of various telephone or call center systems
• Ability to clearly articulate processes and procedures to all staff and management personnel
• Ability to write basic internal business memos and desktop procedures, root cause/resolution analysis and flows

Supervisor, Customer Service Mon-fri Resume Examples & Samples

• 2 years of supervisory or leadership experience required
• Proven ability to manage efficiency gains as a leader
• Effective public presentation skills
• Supervises, organizes, mentors and coaches customer service professionals and leads
• Responsible for directing and implementing a broad range of customer service activities to include video troubleshooting, problem resolution and sensitive customer complaints and difficult telephone calls
• Develops and promotes a customer-driven service culture in an effort to improve customer satisfaction and retention
• High School Diploma or (GED) equivalent required. Bachelor’s Degree preferred
• 2-3 years of relevant leadership experience, including 1-3 years in a lead position with proficient level of performance
• Coaching and leading experience required
• Ability to manage and organize time effectively
• Excellent communication and analytical skills required
• 2 years leadership and performance management experience
• 5 Years of Contact Center experience
• Experience managing contracts and projects
• Demonstrated project management capabilities
• Results driven, action orientated and self-motivated
• Responsible for order and credit entry activity in North America (Pittsburgh and Montreal, approximately 85 people) across the Stores, Dealer, National Account and Export business lines
• Manage approximately 10 – 15 employees at one or both locations and in one or more functional area (Stores, Dealer, Export, National Accounts)
• Promote transactional excellence by
• Excellent customer service with the ability to conduct client meetings and presentations if necessary. Strong interpersonal skills are essential as are strong communication skills. Incumbents must be able to work in a fast-paced environment with people at all organizational levels and with diverse backgrounds
• Good planning, analytical and organizational skills are required. Incumbents must be able to make sound decisions, use good judgment, and work independently as well as in a team environment
• The ability to manage diverse operations consisting of tight deadlines and high-pressure situations is required. Proven ability and expertise in implementing and institutionalizing disciplined process improvement methodologies across the business units are required
• A demonstrated ability to resolve complex process/systems issues through the utilization of decision/financial models and project management skills is required
• Bi-lingual skills are desirable but not a requirement
• Coordinates, supervises and is accountable for the daily / weekly / monthly activities of team members
• This role will also be part of the leadership team responsible for building a new site in Columbus, Ohio
• Passion for exceptional customer service. Provide quality customer service (internally and externally) by anticipating, understanding and striving to achieve customer needs
• Coordinates work activities with other Supervisors, Managers, Departments, etc
• Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers
• 3+ years of experience in the development of staff / team
• 6+ months of work experience reading and sending emails using Microsoft Outlook
• 6+ months of work experience using Microsoft Excel to interpret and analyze date data on spreadsheets
• 6+ months of work experience using Microsoft Word to create, edit and save documents
• 3+ years of experience leading a group of 10 or more in the capacity of Supervisor, Manager, or Lead role

Supervisor Customer Service & Admin Support Department Resume Examples & Samples

• Ensures that effective and professional operational support is delivered to the EMEAI service teams and customers. This support includes telephone answering, call maintenance, quote creation, parts ordering, return processing, call closure activities, invoicing, and depending on the region: issuance of export documentation and shipment coordination
• Manages and monitors an effective daily operational planning, including staff planning, phone coverage, performance issues etc
• Manages day to day escalations within the team and report any risks to management
• Will be coaching and mentoring of the SSOC departmental team members. Encourages and facilitates self-development of staff, in terms of increased effectiveness in current job and further career prospects. Engage, Empower and gives due recognition for achievement
• Directs, coordinates and participates in continuous improvement initiatives and team building activities
• Ensures SSOC reporting standards are implemented and followed through within requested timescales & ensure customer records & archives are up-to-date and aligned with SSOC policies
• Ensures all released processes and procedures are implemented and respected. Provide suggestions to Management or other staff for improvements in processes, efficiency and cost control
• Ensures that staff is trained and coached to the expected levels. Ensures SOX, Legal, export and ISO compliance; cooperates with & coordinates any internal or external audit requests
• Ensure timely and professional communication to customers and FEI stakeholders using telephone, e-mail, and Outlook calendar concerning the service operations activities
• Ensures QAD data accuracy, completeness and integrity for all relevant transactions,
• Acts as liaison with Accounts Receivable to determine billing issues and deliver resolution with team, ensure credit notes are validated and correctly processed, ensure team maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems,
• Delivers input and supports SSD events & meetings, SSOC weekly management meetings and SSOC team meetings
• Represents SSOC during meetings, conference calls with Sales & Service teams, customers, and external parties if required
• Takes an active role during project assignment
• In exceptional circumstances, perform operational tasks in the event of absenteeism of team members
• Experienced people manager
• International part logistics and export knowhow
• Good excel, word, and ERP (preferably QAD) system skills
• Typically requires a University/bachelor degree and more than 5 years of experience in a fast paced international customer service environment
• Critical soft skills to include self-motivation, remain composed under pressure, professionalism, excellent listener and good written and oral communication skills, and strong team and customer orientation
• Consistently communicates with customers, peers, and other Thermo Fisher employees in a helpful, friendly, and professional manner
• Focus on results by meeting the KPI targets
• Ability to establish teamwork and maintain effective relationships with stakeholders and employees
• Organizes the work flow of customer service representatives to provide the most effective and efficient service in accordance with established policies and procedures
• Provides support to management with recruiting, hiring and training of Customer Service personnel
• Provides formal and informal feedback and guidance and counsel to Customer Service personnel regarding performance
• Serves as an escalation point by responding to staff questions and issues and mentoring staff on more complex issues and situations
• Contributes to the creation of new or revised guides and procedures to drive process improvement initiatives
• Responds to customer inquiries when short staffed; working collaboratively and directly with customers, internal, and external resources to deliver solutions that exceed customer expectations
• Compiles metrics to measure quality and productivity of support team, identifying high risk issues and trends and reviewing with the Customer Service Manager to identify solutions
• Identifies gaps/issues where current products do not meet client requirements and communicates these gaps to management and/or IT
• Bachelor’s Degree in related field or equivalent experience
• A minimum of 5-7 years of related experience with 1 year experience in a lead capacity
• Proficiency with online databases is preferred
• Strong Customer Service skills
• Detail oriented with strong analytical, time management and problem-solving skills
• Ability to work well in a team
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Minimal travel to attend training, national meetings, seminars, or visit client sites, approximately 5% of work time
• Available to work a minimum of 40 hours per week between the hours of 8:00am and 6:00pm
• Plan, prepare, and devise work schedules, according to budget, call volume and production needs
• Assess all aspects of the current customer service model for potential opportunities for service efficiencies and quality enhancements
• Provide input regarding interviewing, hiring, counseling, training and disciplining Associates in accordance with CIOX policies and procedures
• Assist with appraising performance, addressing complaints and resolving problems
• Responsible for coordination of initial and ongoing training to Customer Service Representatives
• Ensures each Customer Service Representative has the knowledge to provide excellent consumer service
• Conducts survey exercises to ensure that the highest level of quality service is delivered
• Manage difficult customer situations and solicit customer feedback for process improvement
• Track customer service calls in order to provide data to other departments, allowing for implementation of necessary changes throughout the company operations
• Work with various departments to discover and correct potential risks that may cause disruptions in business model and decreased quality for customers
• Develop short and long term strategies to improve morale
• Monitor individual and department results to address potential productivity and customer concerns
• Assist with development and implementation of other programs that benefit the organization and its customers
• Communicate with management regarding creative concepts and objectives, which may benefit the company
• Assist with the development and maintenance of departmental budget
• Perform other tasks and duties as necessary
• Must have at least 2 years supervisory or management experience in a call center or customer oriented environment, preferably with a mid to large customer service team
• Experience with Microsoft Office Suite or similar tools
• Working knowledge of budgeting and staffing process
• Experience with ACD monitoring and reporting
• Proven organization skills/human relations skills
• Effective verbal, written and interpersonal communication skills
• Ability to work with others and be extremely team oriented
• Ability to sustain continuous pressure, withstand conflicting requirements
• Proficient time management, problem solving and analytical skills
• Must be able to work effectively in a fast paced environment
• Ability to work professionally, effectively, and efficiently in a team environment with customers, management and co-workers
• Supervises, coaches, counsels, and monitors Product Services, Account Services, and/or Customer Service and Sales Representatives in a manner consistent with Spectrum policies, procedures, quality standards, customer needs and applicable local, state and federal regulations
• Provides guidance to ensure effective use of sales and communication skills, and scripts
• Ensures consistency of information
• Adheres to the processing, retention, and compliance of Spectrum’s departmental administrative forms and records as prescribed
• Provides reports analyzing activity and statistical data, supervises the department to ensure customer service and sales goals are met, and provides results to management
• Provides various reports using the CSG billing system
• Works with Call Center management team to establish goals
• Monitors Call Center tracking systems to ensure adherence to schedules and call management
• Uses Kronos system to manage payroll for customer service team
• Interfaces closely with marketing on campaigns, incentives, goals, and special projects
• Works with construction, audit and installation on various customer related issues
• Works with the Customer Service Manager and system trainers to ensure that employees are given the necessary resources and training in order to perform their jobs effectively
• Monitors performance to ensure quality standards and objectives
• Resolves complaints concerning billing or service rendered, referring complaints of service failures to designated department for investigation
• Maintains team availability data in Workforce Management system
• May be responsible for operations and administrative functions, as required at the system level
• Assists with special projects as needed
• May cover for Customer Service Manager
• This position supervises employees of the Customer Service department
• Associate's degree in Business, communications or related field from two-year college preferred; or equivalent combination of education and experience
• Previous experience supervising, coaching and developing staff preferred
• Order entrance, recording & execution
• Order check & correction
• Price allowance
• Product availability check
• Sizing check (MOQ (Minimum Order Quantity), Load optimization)
• MOT (Method of Transportation) selection and freight charge allocation
• Messaging / status check (following up on orders with all concerned parties.- Phone, Fax, E mail)
• Shipping advice to customers
• Documentation control / check & system update
• Customer invoice Generation
• Coordination & mailing of documents
• Problem solving and complaints management
• Returned goods management
• Credit / debit note issuance
• Minimum of 5 years’ experience in order management/customer service/supply preferably in an international company while managing international markets is required
• Commercial or logistics knowledge is a significant asset
• Ability to manage and motivate teams to achieve personal and organizational goals – min 3 years’ experience with team leading/supervision is required
• English (Written & Oral), other languages knowledge preferred
• Excellent communication skill and service oriented attitude are required
• Problem solving and ability to prioritize
• Excellent organization skills, ability to manage multiple projects with strong time management are required,
• Creativity & innovation
• Working with others & Team spirit
• Advanced computer (MS Office, Internet, ERP system) skills are required
• Conduct performance reviews with team
• Provides immediate supervision to Claims Support Agents, assigning tasks, checking work at frequent intervals, and maintaining schedules
• Manage and track attendance
• Recruit, select, counsel, and discipline employees
• Ensure adherence to policy and procedure
• Recommend system/process improvements based on VOC channels
• Facilitate team meetings/communicate information to team
• Participate in bi-weekly calibration sessions with quality team
• Determine goals and objectives, set direction for the team
• Provides reporting for and participates in Operations review discussions
• Build a high performing team that executes on strategic vision and continually delivers on operational objectives
• Foster an environment of continuous improvement and ensure staff is working though pipeline
• Identify performance trends and create action plans to improve in low areas
• Review and recommend compensation actions

Related Job Titles

Customer Service Supervisor Resume Sample

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Work Experience

• Identify trends and report to management
• Communicate with all levels of management, including those in other lines of business
• Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSR’s
• Work flexible hours within an 18-hour day, 7-day a week environment
• Experience with GSA and Military order requirements, WAAF invoicing and ability to read order specifications
• Optimize CAS scores by reinforcing promoter drivers and conducting root cause to apply corrective action toward detractor incidents
• Work with Credit team to manage customer credit issues and related reporting
• Lead the customer order allocation process on behalf of Customer Service, interfacing with Planning and Distribution, to ensure high on-time-delivery
• Experience in the recruitment, development, and discipline of a highly engaged team.
• Proficient Computer skill’s (Windows, Microsoft Office, etc.)
• One year Client Relations experience
• Experience as a Supervisor in a Call Center for a technical support team
• Professional experience in Client Relations field
• Research skills and excellent communication skills
• Projecting a positive, professional image
• Experience as a Supervisor INDBBTCC
• Dedicated to meeting the expectations and requirements of internal and external customers Demonstrates customer service, product and systems expertise

Professional Skills

• Excellent Customer Service skills including interpersonal communication skills, relationship management, and teamwork skills
• Proven history of negotiation and influencing skills. Proven sales techniques and sales management skills
• Strong communication skills (verbal, written and presentation) requiredStrong planning and organization skills
• Strong time management skills; effective problem solving skills; and capable of analyzing data and making recommendations for improvement
• Excellent communication skills, customer service focus, problem analysis and problem-solving, planning and organization skills
• Excellent oral and written communication skills, as well as organizational, interpersonal and problem solving skills required
• Proven experience in a supervisory leadership role with demonstrated mentoring/coaching and performance management skills

How to write Customer Service Supervisor Resume

Customer Service Supervisor role is responsible for customer, computer, interpersonal, analytical, organizational, leadership, coaching, microsoft, training, software. To write great resume for customer service supervisor job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Customer Service Supervisor Resume

The section contact information is important in your customer service supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Customer Service Supervisor Resume

The section work experience is an essential part of your customer service supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous customer service supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service supervisor position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Service Supervisor resume experience can include:

• Possesses the interpersonal skills necessary to communicate effectively in any situation, including resolving escalated customer situations, resolving conflicts as well as driving positive performance in the team
• Able to provide coaching to team members in regard to transactional activities and daily tasks Comfortable taking the initiative to get things done without waiting for direction
• Strong problem-solving skills, project management andnegotiation skills and the ability to multi-task in an effective and organizedmanner
• Customer focus and good communication skills – verbal and written; presentation skills, coaching and feedback
• Excellent presentation skills & ability to communicate effectively to all levels of the organization
• Strong leadership skills to effectively lead cohesive and productive teams

Education on a Customer Service Supervisor Resume

Make sure to make education a priority on your customer service supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Service Supervisor Resume

When listing skills on your customer service supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical customer service supervisor skills:

• Strong problem solving and decision making skills with the ability to effectively handle multiple priorities in a changing environment
• Excellent organizational skills, and detail oriented with good analytical skills to run day-to-day operations
• Strong time management and organizational skills; ability to prioritize effectively
• Experience effectively coaching and developing employees in a call center environment providing skills, support and motivation
• Effective verbal, written and interpersonal communication skills, including performance feedback, employee development, coaching and counseling skills
• Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills

List of Typical Experience For a Customer Service Supervisor Resume

Experience for customer service supervisor resume.

• Excellent verbal and written communication skills and superb interpersonal skills
• Excellent PC software and systems experience. Strong Excel skills
• Strong talent management skills-including coaching, employee development, building effective teams, and performance management
• Demonstrated leadership, presentation, mentoring, training and project management experience and skills
• Attention to detail; organizational skills, analytical and critical thinking; superior interpersonal and customer service skills
• Strong computer skills (MS Office applications), including experience with a CRM software
• Negotiation skills and Coaching skills
• Strong organizational and time management skills – ability to manage multiple priorities and delegate when needed
• Demonstrates excellent documentation & communication skills
• Excellent organizational skills – able to prioritize work and meet deadlines
• Strong time management skills and priority focus and ability to work independently
• Experience in roles that required demonstration of good negotiation, and conflict resolution skills
• Team player who demonstrates strong people management skills
• Proven supervisory skills (interviewing, hiring, coaching, training, disciplinary issues)
• Strong communication and networking skills including a high level of written and spoken English and, ideally, Dutch
• Demonstrated ability of effectively interacting with multi-functional groups/personnel within an organization
• Experience with effectively using an MRP database system similar to Oracle
• Excellent customer relationship management skills, including the ability to successfully deal with escalations
• Demonstrated high level of organization, problem solving and execution skills in a fast-paced environment
• Excellent math skills including calculation of percentages, profit margins, gross profit vs. net income, etc
• Strong process improvement, reporting and analytical skills
• Negotiation and influencing skills, with proven ability to successfully interact with customers
• Strong time management, project tracking and vendor relationship skills
• Proven experience in leading the team in a supervisory capacity or managerial experience with airport operations
• Excellent oral, written, interpersonal, analytical, and negotiation skills required
• Solid skills in the use of Microsoft Office products
• Strong inter-personal skills and an ability to direct and control activities through teams
• Proven leadership skills including mentoring and coaching
• Excellent personal organisation skills
• Strong problem-solving, analytical, and decision-making skills
• Strong verbal, written communications and listening skills and ability to write reports
• Excellent organizational skills and the ability to multi-task.​
• Identify opportunities to train and monitor team for effective skills and lead coaching efforts to identify sales opportunities
• Excellent verbal, written, interpersonal, and organizational skills with a team-oriented approach are necessary
• Possess excellent communication skills – both verbal and written
• Strong written and oral communication/interpersonal skills
• Excellent organizational skills are necessary
• Leadership experience, including the ability to effectively empower, develop and evaluate employees
• Effectively operate in a fast-paced, dynamic environment
• Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
• Provide open, honest and constructive feedback through strong interpersonal communication skills
• Demonstrated customer srevice,leadership and team interaction skills required
• Data analytical skills - previous experience of reporting with data!
• Demonstrated leadership and team management / development skills
• Strong management, project management, leadership, organizational, and communication skills
• Be a strong manager self motivated with open clear communication skills both written and verbal. (Non-negotiable)
• Identify customer requirements and opportunities with demonstrated skills in problem resolution
• Proven leadership skills in managing performance, metrics, policies & procedures
• Strong computer skills in Excel, PowerPoint are necessary
• Solid communication skills, both written and verbal, across functional areas
• Good problem solving, analytical and negotiation skills
• Strong keyboarding, computer and telephone technology skills
• Strong communication and interpersonal skills – telephone, e-mail, written correspondence
• Excellent customer service, leadership and management skills
• Language Skills: Good command of local language and fluent in English
• Possess excellent organizational and analytical skills; work quickly and accurately; make sound decisions
• Strong computer skills and proficiency in Microsoft applications (Outlook, Word, Excel, Powerpoint) as well as CRM tools
• Excellent written and verbal communications skills in Dutch and French
• English and German language skills evaluated as 'good'
• Proven ability to effectively manage conflict and reach resolution
• Strong time management skills with an ability to achieve goals
• Experience supervising a team. Previous experience managing multiple high priority tasks in a fast-paced business and/or manufacturing environment
• Be a strong manager self motivated with open clear communication skills both written and verbal
• Strong interpersonal, organizational, analytical skills
• Excellent communication skills in English and Turkish
• Have excellent communication and coaching skills
• Good analytical skills to assess customer needs coupled with ability to problem-solve
• Excellent oral and written communication skills required (Spanish/English)
• Prioritize work, delegate effectively to employees, and help team achieve results
• Effective supervisory skills to lead the Customer Services team
• Strong technical/computer skills - ability to learn a brand new system and provide web support to members
• Strong verbal end written communication skills
• Enthusiasm and flexibility, a team player with the ability to make work independently when required, with good inter-personal skills
• Good conflict resolution skills - able to keep situations calm and provide assistance to internal and external customers with queries

List of Typical Skills For a Customer Service Supervisor Resume

Skills for customer service supervisor resume.

• Strong Project Management skills including the ability to effectively support crisis situations
• Leadership skills including people management and decision-making skills
• Good leadership skills. Have ability to influence people and experience of managing small team
• Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate
• Excellent relationship and communication skills and building effective teams
• Analytical and Strategic planning skills, Problem solving skills
• Analytical and Strategic planning skills Problem solving skills
• Strong coaching and communication skills with staff –ability to coach and train at a variety of skill levels
• Experience working in a high volume call center, with proven ability to effectively manage performance while creating an environment for service excellence
• Strong communication skills including, listening, speaking, writing and making presentations
• Organizational and Time management skills: multi-tasking and prioritizing, planning work activities
• Proven capability in effectively negotiating challenging situations
• Excellent organization skills while managing multiple ongoing projects
• Strong skills in computer operation including word processing, spreadsheets and data entry
• Extensive mentoring and coaching experience/skills
• Strong Customer facing skills, including clear and precise communication
• Strong results orientation and decision making skills (driving to deadlines, financial targets, project goals, etc.)
• Charismatic, motivating and capable to manage a team under organization and efficiency.Analytic, adaptable and strong interpersonal skills
• Strong team building skills, with an ability to coach and develop your team
• Strong problem solving skills & can do attitude with a passion for continuous improvement
• Experience in Customer Service or Supply Chain including experience that demonstrates increased responsibility
• Strong computer skills, including the Microsoft packages (Word, Excel, Power Point, Project)
• Good keyboard skills, including knowledge of word and excel
• Good leadership and relationship building skills; include customers and all areas of the company
• Excellent analytical and problem-solving skills, can see hidden problems and looks beyond the obvious
• Good Conflict Management & negotiation skills – can bring others together and reconcile differences
• Demonstrated computer skills (including MS Office)
• Good interpersonal skills and collaborative working style within a team
• Demonstrated teamwork/teambuilding skills
• Have a strong in communication skills, drive for result, Sales and people oriented and comfortable dealing with timeline
• Strong analytical, organization, problem solving and leadership skills
• Organized, detailed and strong multi-tasking skills
• Maintain professional, proactive and effective communication while sharpening similar skills within the team
• Strong leadership skills with and ability to lead a high performing staff
• Effective management of multiple customer service reps to develop their skills in providing service
• Change maker and good problem-solving skills. Displays tactical focus (what needs to be done now to achieve the strategic goal)
• Excellent interpersonal, motivational, team building, and customer relationship skills
• Excellent verbal and writing skills both internally and externally throughout all levels of the organization
• Proven written ability and outstanding interpersonal communication skills
• Excellent organizational, analytical, technical, and problem-solving skills
• Min. 5 years’ experience in customer support in an industrial and international environment Experience in leading a team is a strong advantage
• Experience in influencing skills at all level of the organization
• Excellent problem solving skills with objective analysis driven by customer need
• Strong communication skills, including communications with peer, staff, customers, and upper management
• Strong management and interpersonal skills with the ability to earn respect from both internal & external customer project teams
• Strong commercial and sales skills
• Excellent MS Excel, MS Outlook and MS Presentation skills
• Demonstrated problem-solving skills and proficiency with decision making
• Strong communication / writing skills – verbal and written in English and Spanish
• Demonstrated ability to train others, including with customer service skills and techniques
• Demonstrated ability to effectively communicate in written, verbal, and presentation formats
• + Strong organization and time management skills
• + Possess excellent written oral communicationskills
• Maintain skillset inventories for customer service representatives through training, coaching and testing for skill levels
• Strong computer skills with basic proficiency in Microsoft Office
• Demonstrated analytical skills, ability to identify problems, trends; develop solutions and implement a course of action
• Excellent interpersonal and leadership skills; ability to be a change agent
• Self-motivated and excellent verbal and written communication skills. Able to multitask and work unsupervised for extended periods of time
• Flexible and provides leadership through influence and displays effective conflict resolution skills
• Develop and motivate a team along with strong interpersonal skills
• Strong computer skills (Excel, Word, PowerPoint, FMS, DMS, Indra Escape, Mobius, Brio)
• Solid analytical and decision making skills with the ability to think through complex issues
• Excellent delegation and follow up skills
• Typing and computer skills including Microsoft Excel, Microsoft Word, and SAP
• Analyzing reports to make timely decisions and effectively implement plans
• Listening to customer interaction and advise on proper phone skills
• Outstanding customer service, communication (both oral and written,) and interpersonal skills
• Contributing to the overall Customer Service Experience by identifying opportunities to enhance the customer experience

List of Typical Responsibilities For a Customer Service Supervisor Resume

Responsibilities for customer service supervisor resume.

• Proven mentorship skills, with a demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individuals' performance
• Strong computer skills and proficient in MS applications such as Excel, Word, Outlook, and Access
• Demonstrates active listening skills to anticipate and understand teams’ and customers’ needs; overcomes obstacles with ease
• Strong written and oral communication skills; polished professional image
• 2 – 5 years of work experience in an office / field position with transferrable skills, preferably in a utility / customer service oriented business
• A strong manager with open clear communication skills both written and verbal
• Good event organisation skills
• Excellent interpersonal and communications skills (verbal, written and presentation)
• Good communication skills, leadership qualities, professional conduct
• Planning, organizing and decision making skills
• Understanding of import/export process, shipping/air freight regulation and experience in import license for pharmaceuticals/consumer goods
• Providing coaching to Customer Service Representatives on exceptional customer service skills and techniques
• One year of supervisory experience including conducting training, prioritizing work, and assigning, reviewing and evaluating the work of others
• Experience acting as a lead by providing training, guidance or mentoring to less experienced staff or managing processes and projects
• Lead team in individual development, coaching, problem-solving and customer relationship building skills
• Team and people building skills – Understands the importance of mentoring and coaching employees
• Proficient mathematical skills for assessing financial performance, monitoring profitability, and managing inventory
• Coach / mentor teams by driving Care process, proactive cargo management, developing Care-Pro skills and Care monthly reviews with customers
• Motivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practices
• Provide overall authority and direction for assigning and adjusting priorities and communicate these priorities to the appropriate organization
• Advanced troubleshooting and multi-tasking skills; ability to think strategically and to lead
• Computer skills, including working knowledge of Microsoft Word/Excel/PowerPoint, databases, email, and internet
• Strong preference for commercial supervisory experience in manufacturing setting
• Analytical thinking and methodical problem solving skills
• Possess leadership, mentoring, training and project management experience and skill
• Candidates with prior experience in order processing and customer service also ideal
• Ensure quality of prep work by inspecting all consumer goods prior to delivery
• Basic computer skills required, including Microsoft Word and Excel
• Equipped with advanced data analysis skills using Excel: Pivot table, VLOOKUP
• Related experience and/or training or equivalent combination of education and experience
• Proficient computer skills, including Word, Excel and Outlook
• Proven experience in leadership and managing teams
• Supervises the daily activities of assigned Customer Service team members and effectively build high performing teams
• Demonstrated experience in supervisor or lead role within the Customer Service environment, preferably manufacturing industry
• People and customer management skills - especially problem solving - is very important
• Prior experience leading projects to enhance business outcomes
• Strong knowledge and experience in Customers services background implementing quality methodologies
• Proven experience in decision making processes with a clear customer centric mindset
• Well versed in at least basic coaching skills
• Demonstrate a strong level of Netflix product knowledge and a commitment to quality and consistency
• Strong leadership in sales and managing people , strong call center knowledge
• Computer skills and knowledge of office software packages
• Work effectively in a structured team environment
• Have a good analysis experience is valued
• Five (5) years of customer service experience in health plan/operations/administration and at least one year of managerial/supervisory experience
• Exceptional people management skills including theability to build and motivate teams and maximize performance
• Five (5) years of customer service experience in healthplan/operations/administration and at least one year of managerial/supervisoryexperience
• Proven ability to interact with cross-functional teams and keeps customer experienced top of mind
• Effectively present information to on-site and/or off-site senior management
• Effectively communicate with all necessary personnel involved in container usage and requirements
• Strive for first contact resolution to efficiently and effectively solve customer service issues
• Customer relation / interpersonal skills
• Facilitate team development and improvement of others’ skills/knowledge
• Organizes and manages the customer service function to effectively respond to customer and sales personnel inquires and requests
• Effectively manage change to ensure departmental objectives are met
• Prior Customer Service Supervisor experience in a Call Center or Contact Center environment required
• Basic computer skills in Word, Excel, Power Point, and Outlook are essential
• Proven experience as a call center supervisor or similar supervisory position
• Experience managing a 'remote' workforce and 2 years of supervisory experience
• Effectively handle internal/external customer calls and manages reporting on Customer Satisfaction
• Effectively communicate any changes to policies/procedures to staff
• Work with others to achieve a common goal effectively
• Ensure all HR and site policies are effectively implemented in the team and all HR related issues are managed properly
• Well organized and able to communicate effectively to all levels of customers
• Able to organize people and processes proactively and effectively
• Make it easy for customers to do business with and create excellent customer service experience, increase customer satisfaction and loyalty
• Maintains a positive work environment and structure that supports self-directed teams to improve their skills, knowledge and capabilities
• Experience in leading a team as a strong advantage
• Team player with proven ability to work under pressure; demonstrates
• Communicate effectively in other European languages
• Provide direct supervision for pricing team; develop each associate’s skills according to goals and knowledge level
• Monitor team metric goals effectively report finding and manage team performance
• Mentoring and Guiding staff to desired results such as quality, quantity and intangible items that lead to the customer experience

Related to Customer Service Supervisor Resume Samples

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28 Customer Service Resume Examples for 2024

Customer Service Resume

• Customer Service Resumes by Experience
• Customer Service Resumes by Role
• Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at  building a resume . Our easy  resume tips  are available at your fingertips!

We’ve analyzed countless resumes and  chosen the 28 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your  customer service cover letter !

or download as PDF

Why this resume works

• The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a  resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and  fine-tune your resume  for each job application, the more likely you are to get an interview. 

Entry-Level Customer Service Resume

• Choose two tastefully contrasting fonts: one for your section headers, and one for your body text. 
• Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
• We suggest bold (but not garish) colors in the header and titles to draw attention.
• Say goodbye to excess white space by adding some relevant projects you’ve worked on.
• Just make sure they relate to the  customer service job description  and emphasize your most relevant skills.

Customer Service Associate Resume

• Something very impressive on a  customer service associate resume  is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
• Our  user-friendly resume templates  and  Google Docs resume templates  allow you to quickly add a section just for certificates and licenses.
• For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

• Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned. If these kinds of details paralyze you, take a breath; now, make a resume with one of our  free resume templates  or  Google Docs interactive resumes  that already have sections laid out for your objective.
• Though including a  resume objective  is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
• If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Lead Resume

• Also, a technical support specialist position might have refined your problem-solving skills and technical knowledge, essential for resolving issues beyond the first line of support. A moment or two when your leadership stance shone brightly is a welcome addition to your customer service lead resume.

Senior Customer Success Manager Resume

• Here’s the inside scoop: dig into the job ad to get a grasp of what hiring managers are after, whether killer communications skills , a track record of success in customer handling, or knowing your way around the latest industry software (think Salesforce, Slack, and Zendesk). Then, spotlight these proficiencies in your showpiece. See? A piece of cake!

Customer Care Resume

• Think along the lines of “Spearheaded the integration of Freshdesk to streamline client communications, reducing response time by 37%” and “Negotiated service agreements with high-value clients, bringing in $576,987 in new business”. These should be your highlights—front and center of your resume’s work experience section. After all, wouldn’t you notice a candidate with figures to prove they’re a mover and shaker?

Airline Customer Service Resume

• In the same line, use larger fonts to draw the hiring manager’s attention to different essential parts of your resume. For example, role titles should be in a larger font and title case format, while terms accentuating your skills, hobbies, contact information, and education should be in uppercase.

Customer Service Call Center Resume

• It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
• If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

• Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

• Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

• And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

• Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
• Metrics draw the eye of the resume reader and increase the length of time they’ll review your  customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

• The structure of your  retail customer service resume  can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
• We suggest you experiment with an array of  resume templates  and go for the one that zooms in on your greatest selling points.
• Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

• Challenge yourself to prove your impact with metrics.
• For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you. 
• Striking a good balance between hard and soft skills is tricky, but doable—the  skills section on your resume  can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

• For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
• Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the  job description .
• Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

• Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
• Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history. 
• Since you probably have plenty of experience, you may want to consider including a  resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career. 

Customer Service Agent Resume

• As long as you’re not distracting from the content of your resume, go ahead and get a little creative. 
• Do this by  organizing your resume  into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring? 
• Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

• Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it! 
• Emphasize growth in your career by ordering your work experience in a  reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page. 
• Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can. 

Customer Service Coordinator Resume

• That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate. 
• A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the  customer service job description’s  work culture.

Customer Service Advisor Resume

• Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a  resume template  if you’re not artistically inclined. 
• Take your resume personalization to the next step by adding a  career summary  section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

• It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally). 
• Don’t be afraid to highlight your  hobbies and interests on your resume .
• But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills. 

Customer Service Representative Resume

• So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

• Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

• Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

• If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

• By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

• Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

Related resume guides

• Receptionist
• Sales Associate
• Front Desk Receptionist

4 Tips to Improve Your Customer Service Resume Today

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

• Customer service skills
• Formatting your customer service resume
• Quantifying your previous impact
• Customizing your resume for each job

Tip 1: Confidently choose your customer service skills

The  skills section of a resume  might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a  customer service job description  requesting bilingual support like this:

• Answer telephone calls and emails promptly in Spanish and English
• Maintain and extend client base through positive customer interaction
• Excellent verbal and written skills in both Spanish and English
• Strong organizational and analytical skills 
• Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required. 

Now, it’s time to tailor your skills section to the job description, which could look like this:

• Bilingual (Spanish and English)
• Organized 
• Strong verbal and written communication 
• Proven customer success 
• Empathetic 
• Methodical and thorough documentation 
• CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

• Data analysis
• Metrics-driven
• Customer service reporting
• Self-motivated
• Social media
• Creative problem-solver
• Inquisitive

Tip 2: Format your resume for the ATS and recruiters 

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable. 

There are multiple ways to achieve this, but one of the easiest is to put things in  reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read: 

• Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
• Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
• The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
• Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
• Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries  are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but  an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual: 

• College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

• I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

Tip 3: Leverage metrics on your customer service resume 

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities. 

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

• Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
• Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company. 
• Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
• Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
• Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
• Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics,  HelpCrunch  or  Kustomer  have some helpful formulas. 

• Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
• Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
• Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job 

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

• Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
• Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
• Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
• No matter the customer service role you’re seeking, there are many ways to  write your resume  so that it’s relevant and unique to every application:

Customer service resume

• All of these are good ways to customize your job description points.
• Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
• Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description? 

Customer service rep resume

• Outcomes like increased sales or error reductions are great metrics to include.
• Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
• Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume 

• Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
• Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

• For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
• Stress your ability to work well with people—include any courses,  extracurricular projects , or volunteer efforts where you interacted with people consistently. 

Retail customer service resume

• Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
• Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

• CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
• Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right. 

Bilingual customer support resume

• Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
• Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

• CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our  resume checker  to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use the  best free resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

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• Resume and Cover Letter
• Customer Service...

Customer Service Representative Job Description

4 min read · Updated on September 02, 2021

In order to ensure your professional resume will support your goals, use this customer service representative job description to inform what you should highlight on your resume.

By reviewing job description examples for customer service representatives, you'll be able to identify what technical and soft skills , credentials, and work experience matter most to an employer in your target field.

Customer service representative job description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer inquiries to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Customer service representative duties:

Open and maintain customer accounts by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Customer service representative requirements:

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies:

Customer Service Skills

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Negotiation

Positive Attitude

Attention to Detail

People Oriented

Problem Solving

Organizational Skills

Adaptability

Ability to Work Under Pressure

Computer Skills

Recommended Reading:

How to Tailor Your Resume to a Specific Job Description

Customize Your Resume to Stand Out From the Crowd

What's an ATS-Friendly Resume? And How to Write One

Related Articles:

7 Signs Your Resume is Making You Look Old

Why a Simple Resume Layout is a Successful Resume

Software Developer Top Needed Skills

See how your resume stacks up.

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How to Become a Social Media Manager in 2024 [Free Resume Template]

From content creation to customer service to PR to sales, businesses often rely on their social media manager to wear many hats.

Table of Contents

There’s never been a better time to become a social media manager.

The average social media user spends 2.5 hours a day scrolling, liking and commenting. That’s the equivalent of five weeks a year!

All that screen time presents millions of possible chances for people to discover new brands, products, and services.

That’s why social media is one of 2024’s most important marketing channels. To get in on the action, brands need to dream up beautiful content, and build thriving communities around their brand.

But they can’t do it alone. That’s why there’s so much opportunity out there for skilled social media managers!

If you love getting creative and connecting with others online, your skills are in high demand.

Today, we’ll explain how to become a social media manager. Keep reading for actionable tips, a step-by-step guide, and industry advice from one of Hootsuite’s in-house experts. Or watch this video:

Bonus: Our free social media manager career toolkit includes resume, cover letter, and portfolio templates, along with a complete guide to social media job descriptions and frequently asked interview questions. You got this!

What is a social media manager?

A social media manager is a person who handles a brand’s presence on social media.

Who is your brand, on social? What do they share (and not share)? How do they interact with customers and their broader community?

Social media managers are in charge of planning, creating, and publishing content that’s true to that brand identity. They’ll also analyze and report on its performance, and keep up with their community through comments and DMs.

Does that sound like a big job? It is!

Social media managers have a lot of responsibility, because they’re driving an incredibly important marketing channel.

Many customers use social media to research purchases, and discover new brands. For online-only businesses, social media can be their only way of getting to know a brand!

That’s why social media isn’t internship territory anymore.

“The biggest change I’ve seen is the shift from entry level jobs, to actually having a seat at the table,” says Trish Riswick , Social Media Specialist at Hootsuite. “Companies realize the importance of social, and that the social team, especially, knows a lot. I think that’s a real testament to where social is heading in 2024 and onward.”

Download our Social Media Career Report for stats on social media manager salaries, benefits, job satisfaction, mental health, and more.

What does a social media manager do?

Social media manager is a dynamic and challenging role. As you create, publish, and report on content, you’ll be switching between many different duties. Typically, those include:

• Creative copywriting
• Graphic design
• Shooting and editing video
• Photography and photo editing
• Content planning
• Content strategy, often in cooperation with the larger marketing department
• Community management
• Analyzing and reporting on content performance

All in a day's work 🥱 Shout out to all the social media managers juggling so many hats while keeping their social channels afloat. You're all the true MVPs 🌟 pic.twitter.com/7jtsbgkbhK — Hootsuite 🦉 (@hootsuite) December 8, 2022

This might look like a huge (and possibly intimidating) list. But you don’t need to be an expert at all of these things to start working as a social media manager.

Smartphone photo and video is more than adequate for a lot of social media content. And thanks to tools like Canva, graphic design and photo editing are more accessible than ever.

Larger companies might also have a team for managing social, rather than just one person. That would mean you’d be working with other people, whose skills complement yours.

Plus, a willingness to learn is one of the most valuable skills a social media manager can have! So if there’s anything you’re not comfortable with just yet, it’s ok to learn as you go.

Most important social media manager skills

Social media is always changing. So exactly what you need to do as a social media manager will change with time, too.

But there are some big-picture skills that underpin the more specific, tactical ones we just described.

Flexibility

To succeed as a social media manager, you need to be ready to keep learning, experimenting, and adjusting as you go.

“This job changes literally day by day, and second by second,” says Trish. Whether the current trend is carousels, video, or something else entirely (hello, Metaverse), you have to keep creating amazing content.

That means staying up to date and learning new skills when you have to, because social media platforms and their features are always changing.

View this post on Instagram A post shared by Hootsuite 🦉 (@hootsuite)

You also need to be ready to adjust your content plan on a dime. “Something could happen in your market or in your community that just completely changes the direction that you’re going in,” Trish continues. “Or you might get feedback from your audience, and realize that what you thought was working actually isn’t. You just have to roll with the punches and change it up!”

Communication

Like we mentioned, social media is often the front lines of communication with customers. You’re being trusted to share important brand messages. You need to do that with confidence and clarity — while keeping people entertained and engaged.

That’s why copywriting skills, and strong communication generally, is an evergreen skill for social media managers.

“You need to make sure your points are crystal clear, and your audience isn’t interpreting them in any way they’re not supposed to,” Trish explains. “If people aren’t engaging with or reacting to your copy, it means your communication is probably not where it needs to be.”

Communication skills are vital for community managers , social media professionals who specialize in responding to DMs and engaging their community on social.

Content curation

As a social media manager, you won’t create every single social media post from scratch.

Thanks to tools like Canva, actual content creation is easier than ever. You’ll also be repurposing content created by other people, like trending memes and user-generated content (UGC) .

You need to combine all those different elements into a strong, cohesive social media presence that’s true to your employer’s brand. That’s why, while your technical skills do matter, it’s possibly even more important to have a keen aesthetic eye.

Independence

Whether or not you’re working on a team, you’ll need to be motivated and self-directed to thrive as a social media manager. You’ll be making many important decisions every day, as you create and publish content that will be seen by hundreds or thousands of people.

“You really need to trust yourself,” says Trish. “That can be scary, but it’s what you need to make it in this industry. You need to have the confidence to believe in yourself and believe in your abilities to make really cool things happen.”

How to become a social media manager in 2024

There’s no one, single way to build a career in social media — and no two social media manager jobs are exactly alike.

You might want to work freelance, or as an in-house employee. One company might be all about long-form LinkedIn content, while another might emphasize viral video.

“In social media, you can now see your career trajectory a bit more clearly,” shares Trish. “That’s amazing, because I think a lot of us started off in positions where we didn’t really know where we would go next, and now we do.”

But here are the basic steps to landing your first social media manager job — wherever you’re starting from, and whatever a dream job looks like for you.

1. Brush up on your social media knowledge

You’re already a social media lover. But to be a social media professional , you really need to have your finger on the pulse.

As you’re searching for your first role or client, immerse yourself in the social media landscape.

What brand’s presence are you inspired by? What trends or content types do you seriously love? Is there a particular niche, or type of product, you can picture yourself working in?

If you like, you can certainly learn in a more formal way, too. There are so many ways to educate yourself about social media — from free YouTube channels to affordable online courses.

If you’re not sure where to start, we’ve got you covered.

2. Get experience

The beauty of social media is that it’s an inherently democratic place. Anyone can jump in and start experimenting, wherever you’re at in your journey.

You might choose to manage other accounts to build up experience. If your friend makes creative textiles or gorgeous ceramics, why not team up and help them promote their work? Or, look around for internships and co-ops, or try trading your services for products from small business owners.

You can also use your own presence as a learning tool. Building a meme account or niche TikTok presence helps you learn what it takes to get views — and later, it can prove to clients that you know your stuff.

3. Create a portfolio

As you collect experience, showcase it in a portfolio to share with clients and potential employers.

You can include social media work you’ve done for clients, in previous jobs, or for yourself. You can even create ‘spec work’ (a.k.a. unpaid, uncommissioned work done to show off your abilities) for brands you admire.

There are many ways to create a portfolio, and they don’t have to be complicated. You can make a standalone website, use a service like Gondola , or even compile samples into a downloadable PDF. You could even set up a social media account, like an Instagram page, to showcase your samples!

Here’s how New York-based agency social fly shows off their client work:

Source: socialflyny.com

4. Update your resume

In creative industries, your portfolio does a lot of the heavy lifting. But clients will still ask for a resume, and yours needs to sparkle.

Your goal is to stand out from the crowd, so have fun and get creative with the design (just make sure it’s still easily readable).

Try including a ‘Profile’ or ‘About Me’ section at the top of your resume to summarize what makes you special. You can also decide to include only relevant work experience, rather than a laundry list of every job you’ve ever had.

Pro tip : For more on crafting the perfect social media manager resume , check out our guide!

5. Network, network, network

Whether you’re a freelancer or in-house social media manager, you’ll need to put yourself out there to find clients and potential employers.

In 2024, networking doesn’t just mean showing up to events with a drink in hand (though you can certainly do that, too). The best place to network as a social media manager is… on social media!

LinkedIn can be a fantastic place to connect with potential employers, and look for openings at companies you love. Depending on your niche, Instagram and Facebook might also be a good place to find clients, especially if you’re targeting small businesses.

Beyond finding work, networking helps you connect with industry peers, so you can keep learning, find mutual support, and get inspired.

How much do social media managers make?

It’s an important question — but there’s no one simple answer. Like many other jobs, what you’ll earn as a social media manager depends on a number of factors.

As a social media manager, your salary or pay will be affected by:

• Your geographic location
• How advanced you are in your career
• Whether you’re a freelancer or in-house employee
• The size of the company you work for, and what industry they’re in

The average pay for an in-house social media manager in the United States is about $50,000 per year, often with benefits like health insurance and 401k plans. Most positions fall between $40,000 and $65,000 annually.

If you’re just starting out, you should expect to earn around the lower end of that range. As you gain experience, you’ll earn more ! Big companies might pay a lot more — possibly over $100,000 per year for senior positions.

As a freelancer, pay can be a little more complicated. You might want to bill clients hourly, or on a flat monthly retainer model.

You’ll likely want to base your rates on how much experience you have, as long as they can cover your overhead costs.

Here are some typical freelance social media manager rates for 2024:

• Junior (0-2 years): $25-$35/hour
• Mid-level (3-4 years): $45-$85/hour
• Senior (5-8 years): $90-$120/hour
• Expert (10+ years): $125-$250/hour

If you already have a job in social media marketing, you can use this social media salary calculator to see how your compensation compares to the industry average:

Free social media manager resume template

Not sure where to start with creating your social media manager resume? Make it easy with our free, downloadable resume templates !

You can use these templates to update your existing resume, or build a new one from scratch. You can also use them as a starting point to tweak and adjust to your needs!

6 tips for landing your dream social media manager job

Build your own brand.

Nothing shows that you know social media better than your own thriving presence!

Building your own social media brand is a great way to find clients and job offers, network with other professionals, and position yourself as an expert.

On her account, designer and freelancer Rachel How uses a consistent visual style and keeps all her content on-topic.

If you run other successful accounts in different niches, like vegan cooking or dog videos, you should talk about them, and share what you’ve learned along the way. But the main focus should be you, as a social media professional.

Keep up with social trends

To be a great social media manager, you need to stay aware of trends large and small, from this week’s trending audio to whole new platforms that rise in popularity.

For example, we think small businesses are going to start tapping into the power of creators like never before!

You should never be a mindless trend zombie. But you should know what’s current, and have fun with it in a way that feels authentic and on-brand.

Understand business metrics

It’s one thing to know what good social media content looks like. But for a successful social media manager, it’s even more important to understand why you’re creating it in the first place, and how it fits in with your overall social media marketing strategy.

What business goals and outcomes are you trying to achieve, and what social media tactics will you use to achieve them? How will you measure success?

Some examples could include:

• Boosting brand awareness with organic content
• Converting followers into customers with social commerce
• Building an email list by promoting lead-gated assets
• Reaching your target audience with social ads

Be open-minded

The right social media job for you might not be exactly what you’d expect. For example, if you’ve worked in finance or fashion until now, don’t assume that your first social media manager job also needs to be in that area.

Similarly, don’t be afraid to take roles that feel “entry level,” or even internships — especially if you’re pivoting into social from another career path where you were more established!

Of course, you should choose to work with companies whose product or service you’ll enjoy talking about all day. But don’t be scared of opportunities that feel a little unexpected.

Tailor your job applications

Even if you have a beautiful, all-star resume, you should still change it up a bit for every job you apply to.

This shouldn’t need to be more than a few minor tweaks. For example, make sure the skills you’ve listed match what’s in the job description (as long as you actually have those skills, of course).

Always apply with a unique cover letter, too. Try to draw a personal connection between you and the company. What do you love about their brand? Why do you want to represent them on social media?

Use social media management tools

As a social media manager, you’re jumping between many different kinds of tasks. Use social media management tools to make your life easier.

• Make content creation easier with apps like Canva for design, and Hemingway or Grammarly for writing
• Project-management tools Asana and Trello streamline your overall processes and make communication with colleagues easier
• Freelancers can stay on top of business operations with tools like Wave , Freshbooks , and Harlow
• Try Hootsuite to manage all your social media in one place. Plan and schedule posts to every account you manage within one calendar, and get real-time data to track how it’s performing. You can even track industry trends, monitor your competitors, and stay on top of what people are saying about your brand.

Here’s what it would look like to track your Facebook posts’ engagement in Hootsuite:

Try for free

Never stop learning

To succeed in this exciting — and challenging — field, you need to be a dedicated lifelong learner.

The good news is that social media is no longer in its infancy, and you don’t have to figure it out alone any more.

Hootsuite Academy offers a variety of certification courses, from foundational to advanced . There are also plenty of resources online to help you get comfortable with emerging skills, like social selling .

Hootsuite makes your life as a social media manager easier. Manage your social channels, collect real-time data, and engage with your audience all in one place — so you stay organized, prepared, and inspired.

Get Started

Do it better with Hootsuite , the all-in-one social media tool. Stay on top of things, grow, and beat the competition.

Become a better social marketer.

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Genevieve Michaels is a freelance writer based in Vancouver. She started her career in the contemporary art world, and now specializes in long-form content writing, with a focus on B2B tech and software.

She's written for brands including Hootsuite, Trello, Shopify, Thinkific, and Hubspot. Her creative writing has been published in Elle Canada, Vice Canada, Canadian Art Magazine, and more.

Trish Riswick is the Social Engagement Specialist at Hootsuite. Over the past 6 years, Trish has worked her way from a freelance social media manager to a small marketing team to an enterprise-level company. At Hootsuite, Trish wears many hats but her main role is to build a strong online community with Hootsuite’s 9+ million followers. She also utilizes social listening tools daily to stay on top of trends and the competition, hosts webinars, and enjoys creating videos for TikTok.

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