Customer Service Supervisor

Customer Service Supervisor

The Customer Service Supervisor is a dynamic position with a proven track record of leading high-performing teams and delivering exceptional customer experiences across diverse industries. The Customer Service Supervisor will need to be passionate about building customer-centric cultures, fostering team engagement, and continuously improving service quality to exceed expectations. Requirements include being adept at developing and implementing strategic initiatives that enhance customer satisfaction, streamline operations, and drive business growth. This role requires a hands-on leadership style, data-driven decision making, and an unwavering commitment to providing outstanding service at every customer touchpoint.

Compensation: $26 - $30/hr DOE

Schedule: Monday - Friday standard business hours

Benefits Summary: Harbor offers a full line of benefits including medical, dental, vision, life and disability insurance; 401k retirement program with company match; vacation, sick time, personal day, and company holidays.

Responsibilities

Supervisory Responsibilities: Manage the customer service team located in Kent, WA. Provide leadership, support, and performance management to ensure high-quality service delivery, team efficiency, and alignment with company goals.

Key Responsibilities:

• Drive performance by monitoring and managing key call center KPIs to ensure service excellence and operational efficiency.
• Lead, coach, and develop a high-performing customer service team.
• Conduct regular one-on-one meetings to deliver performance feedback, set goals, and support career development.
• Analyze call metrics and performance data to identify trends, performance gaps, and opportunities for continuous improvement.
• Manage workforce planning and scheduling to maintain optimal service levels and coverage.
• Resolve complex customer escalations promptly and professionally, ensuring alignment with company policies and values.
• Champion onboarding and ongoing training initiatives to equip staff with the tools and knowledge needed for success.
• Promote a positive, customer-centric team culture in alignment with Harbor's core values: Friendly, Motivated, Resourceful, and Genuine.
• Ensure quality assurance by reviewing customer interactions and support tickets, providing actionable performance feedback.
• Understands, believes in, and makes judgments supporting Harbor's Mission and Values.
• Collaborate across departments (IT, HR, Operations, Procurement, etc.) to identify and implement operational improvements that drive service efficiency and customer satisfaction.
• Other duties as assigned

Qualifications

Proficient in call center VoIP systems, including 8x8 or other enterprise call relay systems for call handling, routing, and system administration.

Experienced with ticketing systems such as Microsoft Tikit and Teamwork Desk, MS Teams, for issue tracking and customer support.

Skilled in Microsoft Office Suite (Outlook, Word, Excel, Teams, PowerPoint) for communication, documentation, and collaboration.

Strong organizational skills with a proven ability to manage tasks, prioritize workloads, and maintain detailed records in