Customer Service Supervisor

Our client is seeking a bilingual Customer Service Supervisor to lead a customer support function for an equipment and distribution business. This role is ideal for a fluent Spanish-English candidate who can guide a small team, strengthen service standards, and handle escalated customer concerns with confidence. The ideal candidate brings strong organizational skills, advanced Excel capabilities, and a track record of improving workflows and performance measurement within a customer service environment.

Responsibilities:

• 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.