Customer Service Supervisor

• Lead, coach, and develop a customer service team of at least two employees, setting clear expectations and supporting day-to-day success
• Oversee the resolution of complex customer issues, ensuring concerns are addressed promptly and effectively
• Design and track key performance indicators to measure team productivity, service quality, and response effectiveness
• Analyze service trends and operational data in Microsoft Excel to identify gaps and recommend practical improvements
• Support billing-related inquiries and coordinate with internal teams to resolve account or payment discrepancies
• Use CRM and call center tools, including dialer systems, to manage customer interactions and maintain accurate records
• Create training plans and provide ongoing mentorship to strengthen communication, problem-solving, and service delivery skills
• Review existing customer service processes and implement improvements that increase efficiency and enhance the customer experience

• At least 5 years of customer service experience, including leadership responsibility within a call center or service-focused environment
• Fluent Spanish and English communication skills, including speaking, reading, writing, and comprehension
• Prior experience supervising a customer service team of two or more employees
• Strong proficiency in Microsoft Excel for reporting, analysis, and performance tracking
• Hands-on experience with CRM platforms, billing functions, and customer account support
• Background developing measurable service KPIs
• Demonstrated ability to resolve customer disputes, stay organized, and drive process improvements
• Bachelor’s degree is strongly preferred

Bachelor’s degree is strongly preferred

• Medical, vision, dental, and life and disability insurance
• 401(k) plan