Job Description

Department: Administration

Direct Supervisor: General Manager

Supervisees: CSR Team

This is a direct hire opportunity with the following details:

• Salary Range: $64,000 – $70,000
• Schedule: Monday to Thursday, 8:00 AM – 5:00 PM; Friday, 8:00 AM – 3:30 PM
• Bonus: Annual bonus (To Be Determined)
• Benefits: Full benefits package including medical, dental, vision, and 401(k)
• Location: Moscow, TN

Objective

Oversees a team of customer service representatives to ensure the delivery of excellent customer support and satisfaction. This role is responsible for managing daily operations, resolving escalated issues, coaching team members, and implementing strategies to improve service quality and performance.

Key Responsibilities

• Supervise, support, and coordinate the activities of customer service representatives.
• Handle complex or escalated customer issues and provide appropriate solutions.
• Act as the primary liaison for customers, keeping them informed of order status, production progress, and delivery timelines.
• Monitor and evaluate team performance through metrics, KPIs, and feedback.
• Train, mentor, and coach team members to improve skills and productivity.
• Schedule staff to ensure adequate coverage across all shifts and channels (phone, email, chat, etc.).
• Maintain up-to-date knowledge of company products, services, policies, and systems.
• Develop and implement procedures and best practices to improve customer service efficiency.
• Handle customer complaints and request credits as needed.
• Analyze data and generate reports on team performance, customer satisfaction, and operational issues.
• Work closely with other departments (sales, operations, logistics, IT) to ensure a seamless customer experience.
• Perform other tasks as assigned by the supervisor to support overall operations.

Competencies

• Leadership & Team Management
• Effective Communication
• Problem Solving & Conflict Resolution
• Customer Focus
• Adaptability
• Computer Skills
• Time Management & Prioritization

Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred)
• 5+ years of experience in a customer service role, with at least 3 years in a supervisory capacity
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Excellent computer skills (MS Office applications, ERP systems, etc.)
• Strong organizational and multitasking skills
• Conflict resolution and problem-solving abilities
• Comfortable working in a fast-paced, service-driven environment

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