Customer Service Supervisor
2 days ago
Boca Raton
Job Description Pay: $50,000.00 - $60,000.00 per year Job description: Job description: ARW Home is looking for a Call Center Supervisor to support our Customer Care (Retention, Customer Service, Billing, Upsell) department. Position Summary The Customer Service Supervisor is responsible for overseeing the daily activities and performance of Customer Service Representatives across the Retention, Customer Service, Billing, and Upsell teams. Reporting directly to the Customer Service Manager, this role provides hands-on leadership, real-time support, and operational oversight to ensure service excellence, revenue retention, billing accuracy, and team performance goals are consistently achieved. This position is a working leader who leads by example, actively supports agents during customer interactions (including call takeovers when necessary), and ensures individual and team objectives align with company standards and executive expectations. Key Responsibilities Day-to-Day Operations Management • Oversee daily workflow and agent activity to ensure service levels and response times are met, • Monitor call queues, workload distribution, and team availability, • Provide real-time floor support and direction to maintain operational efficiency, • Conduct call takeovers and manage escalations when necessary, • Assist the Customer Service Manager in implementing dialing strategies for the Billing and Upsell teams, • Monitor outbound call campaigns to maximize customer contact rates and revenue opportunities, • Analyze connection rates, contact ratios, and productivity metrics to optimize dialing performance, • Provide real-time adjustments and recommendations to improve customer reach and efficiency, • Lead by example in professionalism, accountability, and customer care, • Hold team members accountable to company policies, production goals, activity requirements, and quality standards, • Provide consistent coaching, mentoring, and performance feedback, • Conduct call monitoring, quality assurance reviews, and structured coaching sessions, • Support performance improvement plans and corrective action processes when necessary, • Assist in onboarding and ongoing training of team members, • Track, analyze, and report on key performance indicators including:, • Customer Satisfaction (CSAT), • Retention rate, • Upsell conversion rate, • Call quality scores, • First-Contact Resolution (FCR), • Production and activity metrics, • Contact and connection rates for outbound teams, • Prepare and deliver daily, weekly, and monthly performance reports, • Present team performance data and operational insights to executive leadership, • Guide agents in retention strategies and objection handling, • Support resolution of complex billing inquiries and disputes, • Identify churn trends and proactively recommend corrective actions, • Support workforce planning and scheduling as directed by the Customer Service Manager, • Identify workflow inefficiencies and recommend process improvements, • Support implementation of new systems, tools, and service initiatives · 6+ years of Call Center experience · 3 + years of management experience · Excellent communication skills, both verbal and written · Ability to work 5 days per week / 45 hours per week between the hours of 8am-8pm Monday - Sunday · Ability to work well independently as well as collaboratively in a team · Outgoing, positive, professional, and organized · Excellent interpersonal and customer service skills · Strong problem-solving and conflict resolution skills · Strong analytical skills · Proficient computer skills including Microsoft Office & Five9 Benefits: • 401(k), • 401(k) matching, • Dental insurance, • Health insurance, • Life insurance, • Paid time off, • Referral program, • Retirement plan, • Vision insurance Work Location: In person Company DescriptionARW Home is here to help you feel at peace in your home. We're a family-owned, USA-based business, and we know how important it is to keep your loved ones safe, happy, and comfortable. Our goal is to empower every homeowner with the coverage they need to feel confident, rain or shine. We understand that your home can be many things. A safe place. An investment. A reflection of you. And we know that when the appliances, systems, and other technology you depend on stop working, it can be a huge headache. That's where we come in. Only ARW Home offers you comprehensive protection, professional accountability, and responsive service-all with a truly personal touch. Whether you've lived in your home for years or just bought it, our extensive lineup of products includes warranty plans for appliances and home systems, electronics protection plans, as well as water and sewer line plans. We'll make sure you get the coverage you need, just the way you want it. ARW Home, The best protection for the unexpected.ARW Home is here to help you feel at peace in your home. We're a family-owned, USA-based business, and we know how important it is to keep your loved ones safe, happy, and comfortable.\r\n\r\nOur goal is to empower every homeowner with the coverage they need to feel confident, rain or shine. We understand that your home can be many things. A safe place. An investment. A reflection of you. And we know that when the appliances, systems, and other technology you depend on stop working, it can be a huge headache. That's where we come in.\r\n\r\nOnly ARW Home offers you comprehensive protection, professional accountability, and responsive service-all with a truly personal touch. Whether you've lived in your home for years or just bought it, our extensive lineup of products includes warranty plans for appliances and home systems, electronics protection plans, as well as water and sewer line plans. We'll make sure you get the coverage you need, just the way you want it.\r\n\r\nARW Home, The best protection for the unexpected.