Customer Service Supervisor

Customer Service Supervisor

We are seeking a highly organized and customer-focused Customer Service Supervisor to oversee all aspects of customer service operations for Kawasaki Motors Retail Finance. This role is responsible for the supervision and coordination of customer service systems, processes, staff activities, procedures, internal controls, compliance requirements, customer complaints and escalations, and the customer portal. The Supervisor will ensure that billing statements and customer service letters are sent accurately and on time, supporting clear and timely communication with customers. They will also handle escalated issues with professionalism, ensuring resolutions are aligned with company policies and customer expectations. The ideal candidate will have hands-on experience in customer service within the financial services industry, along with a strong commitment to delivering positive and consistent customer experience. This individual will support frontline staff, ensure service standards are met, and take a proactive role in improving the customer service experience. A key focus of this role is fostering customer loyalty and driving retention by ensuring that every interaction reinforces trust in the Kawasaki brand, strengthens customer relationships, and contributes to long-term satisfaction.

Key Responsibilities:

• Oversee all customer service operations, ensuring timely and accurate resolution of inquiries, complaints, and service requests while maintaining a high standard of customer satisfaction.
• Handle escalated customer issues with urgency and professionalism, working toward effective resolutions that support retention and brand trust.
• Ensure all customer communications including statements, letters, and written responses are sent accurately, clearly, and on schedule.
• Monitor all department phone lines and queues to ensure SLAs are met, calls are answered promptly and professionally, and phone coverage is maintained through effective agent scheduling.
• Supervise and support a team of customer service representatives, providing coaching, training, and performance feedback to ensure service excellence and compliance with company policies and regulations.
• Conduct regular performance evaluations and implement improvement plans, when necessary, while fostering a culture of accountability and continuous development.
• Generate and present weekly and monthly performance reports to management, including call volumes, service levels, customer satisfaction metrics, and trend analysis.
• Collaborate cross-functionally to develop and enhance customer service policies, procedures, and workflows that improve operational efficiency and reduce service delivery gaps.
• Act as a backup to the Collections Manager and support initiatives that encourage timely payments and reduce delinquencies.
• Lead efforts to improve customer satisfaction, drive retention, promote Kawasaki loyalty, and support re-engagement campaigns to recapture former Kawasaki customers.
• Participate in cross-functional initiatives and support special projects as assigned, with a willingness to adapt to evolving company priorities.
• Foster a collaborative and high-performing team culture, promoting accountability, service excellence, and continuous improvement.
• Willingness to work non-traditional schedules (evenings, weekends, or extended shifts) to meet customer and business needs.

Qualifications:

• Bachelor's degree in business administration, Finance, or a related field.
• Minimum of 3-5 years of experience in customer service management, preferably in retail finance, powersports or automotive finance, or a related industry.
• Strong knowledge of the Fair Debt Collection Practices Act (FDCPA), Truth in Lending Act (TILA), Telephone Consumer Protection Act (TCPA), Fair Credit Reporting Act (FCRA), Gramm-Leach-Bliley Act (GLBA), Equal Credit Opportunity Act (ECOA), Consumer Financial Protection Bureau (CFPB) regulations, Federal Trade Commission Act (FTC Act), and applicable state and federal laws.
• Strong knowledge of phone and loan management systems, processes, and best practices.
• Excellent leadership, communication, and problem-solving skills.
• Proven ability to develop and implement effective processes and procedures.
• Strong understanding of regulatory compliance and audit requirements.
• Proficiency in CRM tools, Microsoft Office Suite, and data analysis.
• Comfortable working in a rapidly growing, dynamic environment, and able to adapt quickly to shifting priorities.
• Promotes a positive, inclusive, and respectful team culture grounded in trust, transparency, and open communication. Consistently demonstrates professionalism, reliability, and a strong work ethic through punctuality and dependable attendance. Committed to fostering collaboration, integrity, and accountability, while actively contributing to a healthy, solution-driven work environment aligned with the company's values and strategic objectives.
• Flexibility to work non-traditional hours, including evenings or weekends, as needed to meet business demands.
• Perform all other duties assigned to support the growth and operational excellence of the company.
• Ability to work on-site at our Foothill Ranch, CA office.

Profile Differentiators:

• 3-5 years of experience in customer service supervision, preferably in retail finance, powersports, automotive finance, or related industries.
• Strong knowledge of key regulations including FDCPA, TILA, TCPA, FCRA, GLBA, ECOA, CFPB regulations, FTC Act, and relevant state and federal laws.
• Proven expertise in retail installment contracts and financial service compliance, ensuring accuracy and regulatory adherence in customer interactions.
• Skilled in supervising, coaching, and mentoring teams, conducting performance reviews, and fostering a high-performing, collaborative culture.
• Extensive experience with telephony and loan management systems, including scripting, queue management, reporting, and workflow optimization.
• Data-driven and operationally focused, with strong abilities in monitoring SLAs, analyzing performance metrics, and optimizing agent scheduling for consistent phone coverage.
• Proven leadership in managing escalated customer issues professionally, driving effective resolutions that foster retention and brand trust.
• Collaborative mindset with experience working cross-functionally to enhance policies, procedures, workflows, and customer retention strategies.
• Strategic focus on improving customer satisfaction, loyalty, and retention while supporting initiatives to reduce delinquencies and re-engage customers.
• Comfortable taking initiative on special projects and evolving tasks. Brings a can-do attitude and flexibility to support business needs as the organization grows and scales operations.
• Willingness to work non-traditional schedules (evenings, weekends, or extended shifts) to meet customer and business needs.
• Strong team player who actively supports colleagues and contributes to a positive culture.

Salary:

• Salary range: $75,000 - $85,000 annually, based on experience and qualifications.

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.