customer services supervisor

The Home Depot

<div><p><b>Position Purpose:</b></p><p>
The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.</p><p><b><br>
Key Responsibilities:</b></p><ul><li>
50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met</li><li>
20% Drives Engagement - Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires</li><li>
15% Drives Results - Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership</li><li>
15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries</li></ul><p><b><br>
Direct Manager/Direct Reports:</b></p><ul><li>
This position typically reports to Contact Center Manager</li><li>
This position has 6+ Direct Reports</li></ul><p><b><br>
Travel Requirements:</b></p><ul><li>
No travel required.</li></ul><p><b><br>
Physical Requirements:</b></p><ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul><p><b><br>
Working Conditions:</b></p><ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li></ul><p><b><br>
Minimum Qualifications:</b></p><ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Working knowledge of Microsoft Office Suite</li><li>
Working knowledge of Tableau</li><li>
Working knowledge of presentation software (e.g., Microsoft PowerPoint)</li><li>
Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)</li><li>
1+ year of previous leadership experience</li></ul><p><b><br>
Minimum Education:</b></p><ul><li>
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul><p><b><br>
Preferred Education:</b></p><ul><li>
No additional education</li></ul><p><b><br>
Minimum Years of Work Experience:</b></p><ul><li>
1</li></ul><p><b><br>
Preferred Years of Work Experience:</b></p><ul><li>
No additional years of experience</li></ul><p><b><br>
Minimum Leadership Experience:</b></p><ul><li>
None</li></ul><p><b><br>
Preferred Leadership Experience:</b></p><ul><li>
None</li></ul><p><b><br>
Certifications:</b></p><ul><li>
None</li></ul><p><b><br>
Competencies:</b></p><ul><li>
Action Oriented</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Drives Results</li></ul></div><p></p>

HR Services Contact Center - Supervisor (Remote)

<div>
 Req176382
 <br/>
 <br/>
 <strong>
  Position Purpose
  <br/>
  <br/>
 </strong>
 The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
  </li>
  <li>
   20% Drives Engagement - Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires
  </li>
  <li>
   15% Drives Results - Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
  </li>
  <li>
   15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Direct Manager/Direct Reports
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   This position typically reports to Contact Center Manager
  </li>
  <li>
   This position has 6+ Direct Reports
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Travel Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   No travel required.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Physical Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Working Conditions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must be eighteen years of age or older.
  </li>
  <li>
   Must be legally permitted to work in the United States.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Working knowledge of Microsoft Office Suite
  </li>
  <li>
   Working knowledge of Tableau
  </li>
  <li>
   Working knowledge of presentation software (e.g., Microsoft PowerPoint)
  </li>
  <li>
   Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
  </li>
  <li>
   1+ year of previous leadership experience
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Education
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Education
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   No additional education
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Years Of Work Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   1
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Years Of Work Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   No additional years of experience
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Leadership Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   None
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Leadership Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   None
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Certifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   None
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Competencies
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Action Oriented
  </li>
  <li>
   Collaborates
  </li>
  <li>
   Drives Engagement
  </li>
  <li>
   Communicates Effectively
  </li>
  <li>
   Customer Focus
  </li>
  <li>
   Drives Results
  </li>
 </ul>
</div>


Texas Children's Hospital

<div><p>We are searching for a Supervisor Contact Center &ndash; someone who works well in a fast-paced setting. In this position, you will be responsible for providing day-to-day direction and oversight to the assigned contact center team and serving as a resource for all contact center staff on highly complex issues and problem resolution. This position serves as a role model through providing high quality customer service in accordance with established organization and department regulations, policies and procedures.
</p><p>Think you&rsquo;ve got what it takes?
</p><p><b>Job Duties &amp; Responsibilities
</b></p><ul><li>Manages the deployment of people and resources to ensure the teams are manned at all appropriate times and customers receive prompt attention
</li><li>Coaches and develops team members to required standards
</li><li>Implements quality control procedures in conjunction with the Quality Team to ensure process adherence and delivery of quality service
</li><li>Provides excellent customer service to internal and external customers
</li><li>Provides Management support and supervision of daily operations
</li></ul><p><b>Skills &amp; Requirements
</b></p><ul><li>High School Diploma or GED required
</li><li>3 years of experience in customer service including related hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking and hotel customer service
</li><li>An Associate&rsquo;s or Bachelor&rsquo;s Degree may substitute for the experience requirement</li></ul></div>

Supervisor, Patient Contact Center

<div><p><b>Position Purpose:</b></p><p>
The <b>GCC Customer Service Supervisor</b> &ndash; CSR Team leads and develops a team of customer service associates responsible for supporting customers after the sale. This role is accountable for delivering an exceptional post‑order experience by ensuring issues related to delivery, corrections, and returns are resolved accurately, efficiently, and with genuine care.</p><p>
This leader balances people‑centric leadership with strong operational execution, driving performance, quality, and accountability while building a culture rooted in our core values. The Supervisor coaches and empowers associates to deliver consistent, high‑quality solutions, reinforces ownership at every level, and remains closely engaged in both customer outcomes and associate development.</p><p>
Success in this role requires additional focus on performance and growth&mdash;actively monitoring results, identifying opportunities, and holding associates accountable through timely coaching, clear expectations, and ongoing feedback. The Supervisor serves as a role model and subject matter expert in products, systems, policies, and processes, ensuring the team has the knowledge, support, and confidence to perform at a high level and contribute to long‑term customer loyalty and departmental KPIs.</p><p>
By investing in people, reinforcing accountability, and consistently raising the bar, this role plays a critical part in delivering outstanding customer experiences and driving results for Global Custom Commerce.</p><div><p>
The ideal candidate will reside in the Houston, TX metro area. This position follows a Location Flex schedule, requiring 3&ndash;4 days per week onsite at the GCC Contact Center in Houston, Texas to support collaboration, coaching, and team engagement.</p></div><p></p><p><b>
What is GCC?
</b></p><p>Global Custom Commerce (GCC) is a Home Depot Company dedicated exclusively to the sale of custom window covering solutions, including blinds, shades, and other made‑to‑order products. GCC plays a critical role in Home Depot&rsquo;s e‑commerce and interconnected customer experience, supporting customers through a consultative, sales‑driven model that blends product expertise, design guidance, and personalized service. Unlike a traditional contact center, GCC operates in a specialized, performance‑focused environment where customer engagement, solution‑based selling, and relationship building are central to delivering both customer satisfaction and business results.</p><p><b><br>
Key Responsibilities:</b></p><ul><li><p>
25% Identify associate improvement opportunities by listening to calls, reviewing key metrics, and observing behaviors on an ongoing bases</p></li><li><p>
25% Facilitate coaching/feedback sessions geared towards specific behaviors including: QA, productivity, customer service soft skills, and behaviors associated with key metrics (ex. - credits and remakes)</p></li><li><p>
20% Support associate development and engagement by conducting monthly 1:1 conversations and administering developmental blueprint conversations</p></li><li><p>
15% Collaborate with HR and leadership on performance management activities as needed, including hiring, progressive discipline, leave of absence, performance improvement plans, and attendance, and separations</p></li><li><p>
10% Act as Service SME on projects and initiatives as assigned by manager, which includes attending project meetings and speaking up as the customer service expert, completing project tasks, and cascading all relevant information to the leadership team</p></li><li><p>
5% Stay abreast of updated products and services, company policies, customer service industry trends, and best practices</p></li></ul><p><b><br>
Direct Manager/Direct Reports:</b></p><ul><li><p>
This position reports to a Manager of Customer Service.</p></li><li><p>
This position has 15 direct reports.</p></li></ul><p><b><br>
Travel Requirements:</b></p><ul><li><p>
Typically requires overnight travel less than 10% of the time.</p></li></ul><p><b><br>
Physical Requirements:</b></p><ul><li><p>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</p></li></ul><p><b><br>
Working Conditions:</b></p><ul><li><p>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</p></li></ul><p><b><br>
Minimum Qualifications:</b></p><ul><li><p>
Must be eighteen years of age or older.</p></li><li><p>
Must be legally permitted to work in the United States.</p></li></ul><p><b><br>
Preferred Qualifications:</b></p><ul><li><p>
Prior experience in a supervisory role or lead role preferred</p></li></ul><p><b><br>
Minimum Education:</b></p><ul><li><p>
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</p></li></ul><p><b><br>
Preferred Education:</b></p><ul><li><p>
No additional education</p></li></ul><p><b><br>
Minimum Years of Work Experience:</b></p><ul><li>
4</li></ul><p><b><br>
Preferred Years of Work Experience:</b></p><ul><li><p>
No additional years of experience</p></li></ul><p><b><br>
Minimum Leadership Experience:</b></p><ul><li><p>
None</p></li></ul><p><b>
Preferred Leadership Experience:</b></p><ul><li><p>
1+ years</p></li></ul><p><b><br>
Certifications:</b></p><ul><li><p>
None</p></li></ul><p><b><br>
Competencies:</b></p><ul><li><p>
Demonstrate strong leadership abilities</p></li><li><p>
Action Oriented</p></li><li><p>
Ability to collaborate well with other members of leadership by exercising respectful candor and working through conflicts effectively</p></li><li><p>
Excellent Communications skills, both written and oral</p></li><li><p>
Strong computer skills including experience with Windows, Microsoft Office Suite and the Internet</p></li><li><p>
Must adhere to work schedule</p></li><li><p>
Exemplary organizational skills</p></li><li><p>
Ability to perform with minimal supervision</p></li><li><p>
Understanding of call center technologies including IVR/ACD/email systems</p></li></ul></div><p></p>

GCC Customer Service Supervisor - FLEX (Houston, Texas)

STERIS

<div><p>At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.</p><div><div><div><h2 class="jobSectionHeader"><b>
Position Summary</b></h2>
</div><div><p>
The Supervisor, Customer Care is responsible for our 24/7/365 Call Center. The Supervisor&rsquo;s assigned team handles consumables and capital accessory orders, inquiries and service dispatch in support of Healthcare business. The Supervisor reports to the Manager, Customer Success and Service Support. The Supervisor partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers and Area Vice Presidents, to ensure Customer satisfaction. The Supervisor ensures orders are processed accurately, on-time and in adherence to STERIS Terms and Conditions and will develop and enforce consistent, repeatable procedures and processes. Has direct responsibility of our first Value: Customer First Always.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
What You'll Do as a Supervisor, Customer Care</b></h2>
</div><div><p><b>
People Management (75%)</b></p>
<div>
<ul><li>Manages Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch</li></ul>
<ul><li>Performs weekly phone call quality audits to ensure STERIS&rsquo; Customer Experience is World Class</li></ul>
<ul><li>Meets with direct reports on a weekly basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure quality customer service</li></ul>
<ul><li>Responsible for interviewing, hiring, coaching and developing staff</li></ul>
<ul><li>Ensures team is following department policies and procedures</li></ul>
<ul><li>Partners with Managers and Employees to maintain and improve employee engagement</li></ul></div><br>
<p></p>
<p><b>
Operations Management (15%)</b></p>
<div>
<ul><li>Ensures adequate business coverage for 24/7/365 operation, including weekends and holidays</li></ul>
<ul><li>Creates and maintains staffing work schedule using Workforce Management Software, including evenings, weekends and holidays</li></ul>
<ul><li>Creates and maintains fax, chat, escalation schedule, new hire guide schedule, business continuity agent schedule, and holiday coverage schedule</li></ul>
<ul><li>Performs contract review process on high dollar value orders to ensure audit compliance</li></ul>
<ul><li>Manages product holds during periods of inventory rationing</li></ul>
<ul><li>Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions</li></ul>
<ul><li>Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits</li></ul>
<ul><li>Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders</li></ul>
<ul><li>Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program</li></ul></div><br>
<p></p>
<p><b>
Continuous Improvement (10%)</b></p>
<div>
<ul><li>Drives compliance through the creation and maintenance of Standard Work</li></ul>
<ul><li>Ensures sustainability of Standard Work Processes and Procedures</li></ul>
<ul><li>Tracks weekly progress of Leadership Standard Work on a Visual Management Board</li></ul>
<ul><li>Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to changes in standard work</li></ul>
<ul><li>Collaborates with Senior Manager and Digital Order Administration Manager on Intelligent Automation Initiatives</li></ul>
<ul><li>Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions</li></ul>
<ul><li>Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits</li></ul>
<ul><li>Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders</li></ul>
<ul><li>Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program</li></ul>
</div></div></div><div><div><h2 class="jobSectionHeader"><b>The Experience, Skills and Abilities Needed</b></h2>
</div><div><p><b>
Required:</b></p>
<ul>
<li>Bachelor&rsquo;s degree in business discipline</li>
<li>Minimum of 5 years call center management experience required</li>
<li>2 years of people leadership or equivalent experience required</li>
<li>Demonstrated track record as a strong manager and leader</li>
<li>Working knowledge of telephony systems</li>
<li>Working knowledge of workforce management systems</li>
<li>Strong influencing and negotiation skills</li>
<li>Excellent interpersonal and relationship management skills</li>
<li>Demonstrated self-starter and able to manage independently</li><br>
</ul>
<p><b>Preferred:</b></p>
<ul>
<li>Three years or more with STERIS preferred</li>
</ul>
<p><b>Other:</b></p>
<ul>
<li>Strong decision-making skills; understands how decisions impact the Customer and the Company</li>
<li>Ability to lead and influence a cross-functional team and operate in a highly complex environment</li>
<li>Strong analytic skills (data gathering, analysis, and recommendation development)</li>
<li>Must demonstrate a high level of professionalism and integrity</li>
<li>Excellent communication skills &ndash; written, verbal and presentation</li>
<li>Ability to handle multiple demands from many people and prioritize effectively</li>
<li>Ability to maintain composure under pressure</li>
<li>Teamwork</li>
</ul></div></div><div><div><h2 class="jobSectionHeader"><b>What STERIS Offers</b></h2>
</div><div><p>
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.</p><br>
<p></p>
<p><i>
Here is just a brief overview of what we offer:</i></p><br>
<p></p>
<ul>
<li>Market Competitive Pay</li>
<li>Extensive Paid Time Off and (9) added Holidays</li>
<li>Excellent Healthcare, Dental, and Vision benefits</li>
<li>Long/Short Term Disability Coverage</li>
<li>401(k) with a company match</li>
<li>Maternity &amp; Parental Leave</li>
<li>Additional add-on benefits/discounts for programs such as Pet Insurance</li>
<li>Tuition Reimbursement and continued education programs</li>
<li>Excellent opportunities for advancement in a stable long-term career</li></ul><br>
<p></p>
<p>
#LI-LD1<br>
#HYBRID</p></div></div></div><p>
Pay range for this opportunity is $60,000.00 - $72,000.00. This position is eligible for bonus participation.</p><br>
<p></p>
<p>
Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.</p><br>
<p></p>
<p>
STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: STERIS Benefits</p><br>
<p></p>
<p>
Open until position is filled.</p><br>
<p></p>
<p>
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com.</p><br>
<p></p>
<p>
If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.</p><br>
<p></p>
<p>
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.</p><br>
<p></p>
<p>
The full affirmative action program, absent the data metrics required by &sect; 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location&rsquo;s HR Office during normal business hours.</p></div>

Supervisor, Customer Care

PrimeFlight Aviation

<div><div><div><p><b>Must be willing to obtain required certifications and complete training in specialized functions and roles based on customer needs, including Loadmaster, GSC, STC, TTT, and other leadership positions.</b></p><br>
<p></p>
<p><b>
WHERE FRIENDLY TAKES FLIGHT &ndash; BECOME A CUSTOMER SERVICE AGENT SUPERVISOR TODAY!</b></p>
<p>
Interested in working in aviation? Are you looking for a job with stability and growth opportunities? If you are looking for a career with growth potential and work well in a fast-paced, team-oriented environment, we want to speak to you!</p><p><br>
<b>
WHY WORK FOR PRIMEFLIGHT?</b></p>
<ul>
<li>Enjoy benefits like 401(k) with matching, health, dental, vision, and life insurance, paid time off, growth opportunities, and more <i>(*Benefits may vary based on eligibility)</i></li>
<li>We are committed to being a leading provider of commercial services within the aviation industry</li>
<li>Our teams focus on maintaining a positive working environment and treating all team members with respect</li>
<li>With more than 200 locations across the world, we offer opportunities for career progression</li></ul><br>
<p></p>
<p><b>
SUMMARY OVERVIEW</b></p>
<p>
The Customer Service Supervisor is responsible for supervising and leading a team of customer service agents to ensure a smooth and efficient passenger experience. This role involves overseeing check-in and boarding processes, addressing passenger inquiries and concerns, and upholding compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services, resolve operational challenges, and contribute to maintaining a positive airport environment. Additionally, you will play a key role in training and developing customer service agents, monitoring performance, and fostering a culture of excellence in customer service delivery.</p><br>
<p></p>
<p><b>
RESPONSIBILITIES</b></p>
<ul>
<li>Oversee the daily operations of the customer service team to ensure high-quality passenger assistance</li>
<li>Monitor and evaluate the performance of customer service agents, providing feedback and coaching</li>
<li>Address and resolve escalated customer complaints and issues effectively</li>
<li>Train and mentor customer service staff in best practices and airport-specific procedures</li>
<li>Ensure team adherence to airline and airport policies, procedures, and service standards</li>
<li>Coordinate staff schedules, breaks, and shift rotations to maintain optimal service levels</li>
<li>Implement strategies to enhance customer satisfaction and streamline service processes</li>
<li>Maintain up-to-date knowledge of flight information, gate assignments, and airport services</li>
<li>Facilitate effective communication between customer service agents and other airport departments</li>
<li>Manage ticketing and reservation systems, overseeing booking changes and upgrades</li>
<li>Conduct regular team meetings to share updates, gather feedback, and discuss service improvements</li>
<li>Prepare reports on customer service activities, incidents, and performance metrics</li>
<li>Assist in the development and update of customer service manuals and training materials</li>
<li>Foster a positive and collaborative work environment, encouraging teamwork and employee engagement</li>
<li>Participate in recruiting and hiring new customer service staff</li>
<li>Exemplify PrimeFlight customer service and safety standards</li>
<li>Perform any additional duties as assigned by management</li></ul><br>
<p></p>
<p><b>
QUALIFICATIONS</b></p>
<ul>
<li>18 years of age or older</li>
<li>Eligible to work in the United States</li>
<li>Must have a valid state-issued driver&rsquo;s license with an acceptable driving record</li>
<li>Communicate effectively in English (reading, writing, speaking)</li>
<li>Minimum of 4 years of airport customer service experience</li>
<li>Minimum of 2 years of leadership or supervisory experience</li>
<li>Knowledge of the Aviation Industry</li>
<li>Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices</li>
<li>Effectively communicate with colleagues and clients, both in-person and through electronic means</li>
<li>Pass a background check and drug screen</li>
<li>Eligibility to acquire needed credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable)</li>
<li>Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays</li></ul><br>
<p></p>
<p>
To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.</p><br>
<p></p>
<p><b>
PHYSICAL ACTIVITY/WORKING CONDITIONS MAY INCLUDE:</b></p>
<ul>
<li>Ability to lift up to 70 pounds</li>
<li>Prolonged standing and walking in an indoor/outdoor environment as applicable</li>
<li>May need to reach with arms and grasp with hands</li>
<li> May need to push, pull</li>
<li> May need to bend, stretch, squat, kneel</li>
<li>Exposure to moderate and at times high noise levels</li>
<li>Be able to hear and respond to the spoken voice and to audible alarms</li>
<li>Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers</li>
<li>Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)</li></ul><br>
<p></p>
<p>
The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.</p><br>
<p></p>
<p>
PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.</p><br>
<p></p>
<p><b>
SMS/Text Communications</b></p>
<p>
By providing your mobile number and opting in, you consent to receive SMS messages from PrimeFlight related solely to recruiting and employment opportunities, such as job postings, application status updates, or interview scheduling. Consent is voluntary and not a condition of applying for employment. Message frequency may vary. Standard message and data rates may apply. Reply STOP to opt out or HELP for assistance. Carriers are not liable for delayed or undelivered messages. Numbers will be used in accordance with this Privacy Policy and not shared for marketing without consent.</p></div></div></div>

Customer Service Supervisor - CVG Airport

Mid-Continent Public Library

<div><div><div><div><div><div><b>Job Title:</b> Customer Service Supervisor</div>
</div><div><div><b>Branch or Department:</b> Assigned Branch</div><br>
</div></div><br>
<div><div><div><b>Reports to:</b> Branch Management Team</div>
</div><div><div><b>Supervises:</b> N/A</div><br>
</div></div><br>
<div><div><div><b>FLSA Status</b>: Overtime Nonexempt</div>
</div><div><div><b>Benefits Classification:</b> Full Time</div><br>
</div></div><br>
<div><div><div><b>Salary/Wage:</b> $21.87 per hour</div>
</div><div><div><b>Work Location:</b> East Lee's Summit</div><br>
</div></div><br>
<div><div><div><b>Work Schedule:</b> Tuesday &amp; Wednesday from 12:00pm-9:00pm,</div>
<div>Thursday through Saturday from 9:00am to 6:00pm
</div></div><div><div><b>Hours per Week/Year:</b> 40/2080 (Full Time)<br>
</div></div></div><br>
<div><div><div><b>Revision Date:</b> September 2025</div>
</div><div><div><b>Anticipated Closing Date:</b> Open until Filled:</div>
</div></div><br>
</div></div><div></div><div><b>At Mid-Continent Public Library</b></div>
<div></div><div><b>Imagine. We inspire innovation through curiosity and exploration.</b></div>
<div><b>Try new things. We empower what works and learn from the rest.</b></div>
<div><b>Lead the way. We connect people to information, ideas, and inspiration.</b></div>
<div><b>Welcome all. We embrace new perspectives and listen with humility.</b></div>
<div></div><div><b>Everything we do, we do together.</b></div>
<div></div><div>Position Overview</div>
<div></div><div>The Customer Service Supervisor will play a pivotal role in ensuring exceptional customer service standards are upheld within our library facility. The primary responsibilities will involve direct interaction with customers on the service floor, serving as a role model for service, assisting with training for staff, and taking the lead in managing and responding to unexpected events when management is not present. This position directly supports branch management in various aspects of customer service, including technology assistance, reader services, and account transactions, while also delivering materials to customers when necessary.</div>
<div></div><div>Essential Functions</div>
<div></div><ul><li>Customer Service Leadership
<ul><li>Regularly engage with customers on the service floor, serving as the role model for exceptional customer service.</li>
<li>Provide on-the-job coaching to staff, ensuring adherence to customer service standards, especially in technology, reader services, and account transactions.</li>
<li>Conduct outdoor material deliveries to customers when necessary.</li>
</ul></li><li>Supervision and Building Operations
<ul><li>Open and close the building as needed.</li>
<li>Provide general assistance on the floor and offer in-the-moment coaching on customer service standards to library staff.</li>
<li>Coordinate room reservation requests, planning, and communication.</li>
<li>Support facility and security needs by regularly walking through the interior and exterior of the building.</li>
<li>Act as the point of contact for vendors, contractors, and departments in the absence of management.</li>
<li>Takes the lead in managing and responding to unexpected events in the absence of management.</li>
<li>Use critical thinking and problem-solving skills to assess situations and determine the best course of action.</li>
</ul></li><li>Leadership and Training:
<ul><li>Lead and role model by offering support to staff during customer service interactions.</li>
<li>Ensure the effective execution of customer service training for all staff.</li>
<li>Resolve problems and troubleshoot issues independently, enabling team members to complete tasks effectively.</li>
<li>Act as a liaison to branch management regarding customer service.</li>
</ul></li><li>Library Collection and Building Upkeep:
<ul><li>Contribute to the maintenance of the library collection by processing materials for customer access.</li>
<li>Perform shelving tasks efficiently and correctly, ensuring a neat appearance.</li>
<li>Undertake basic custodial duties as needed, including tasks like shoveling snow.</li>
<li>Ensure the library and its grounds are clean and orderly.</li>
</ul></li><li>Customer Interaction
<ul><li>Provide in-person and phone-based customer service.</li>
<li>Act as a guide for customers in using the library and its resources.</li>
<li>Demonstrate the use of technology and digital services to customers.</li>
<li>Recommend materials based on customer interests, needs, and availability.</li>
<li>Assist customers with library card accounts, including payment recording.</li>
<li>Utilize creative display techniques to engage customers.</li>
</ul></li></ul><ul><li>Perform additional duties as assigned by the manager or assistant manager as needed to support the overall objectives and success of the team and organization.</li>
</ul>
<div></div><div>Minimum Schedule Requirements:</div>
<ul><li>Work two evenings per week.</li>
<li>Work two weekends a month.</li>
</ul>
<div></div><div>Education and Experience Required:</div>
<div></div><ul><li>High School Diploma/HiSet/GED Completion Required</li>
<li>Minimum of 2 years Customer Service experience Required.</li></ul><br>
<div></div>
<div></div><div><div>Knowledge, Skills, and Abilities</div>
<div></div><div>All successful team members at MCPL should demonstrate:</div>
<div></div><ul><li>Ability to use effective verbal, written, and discreet communication with management, co-workers, and the public.
</li><li>Ability to work effectively in a team environment.
</li><li>Knowledge of department processes and procedures and critical thinking skills to make decisions pertaining to the position.
</li><li>Proficiency in providing friendly and solution-oriented customer service attitude and delivery with internal and external customers.</li>
<li>Fundamental understanding of their own contribution to a welcoming and respectful workplace and library for all.</li>
<li>Strong ability to follow instructions and work as part of a team.</li>
<li>Reliable, punctual, and flexible with scheduling.</li>
<li>Good communication skills and the ability to stay calm under pressure.</li>
<li>Ability to work in a fast-paced environment and adapt to changing needs.</li>
</ul>
<div></div><div>Age Requirement</div>
<div></div><ul><li>Must be at least 18 years of age.</li>
</ul>
<div></div><div>MVR Requirement</div>
<div></div><ul><li>None</li>
</ul>
<div></div><div>Work Environment</div>
<div></div><ul><li>(Indoor/Outdoor) Works both indoors and outdoors and must have considerable tolerance for weather conditions, dust, mold, scents, allergens, and communicable diseases which enable the employee to work outside at a facility, handle construction and library materials, work in older buildings and on jobsites, and interact with coworkers and the public.</li>
</ul>
<div></div><div>Essential physical abilities to be accomplished with or without reasonable accommodation are.</div>
<div></div><div>Daily (greater than 50% of the time)</div>
<div><div><div><div><ul><li>Standing (up to 1 hour at a time)</li><br>
</ul></div></div><br>
<div><div><ul><li>Walking (even ground)</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 1-10 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 11-25 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 1-10 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 11-25 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Bending/Stooping</li><br>
</ul></div></div><br>
<div><div><ul><li>Kneeling</li><br>
</ul></div></div><br>
<div><div><ul><li>Reaching above shoulder</li><br>
</ul></div></div><br>
<div><div><ul><li>Receiving Communication and Instructions (vision, reading, hearing)</li><br>
</ul></div></div><br>
<div><div><ul><li>Conveying Communication and Instructions (Speaking, writing)</li><br>
</ul></div></div><br>
<div><div><ul><li>Using computer data entry tools - keyboard, mouse, touchscreen, scanner</li><br>
</ul></div></div><br>
<div><div><ul><li>Sitting</li><br>
</ul></div></div><br>
<div><div><ul><li>Receiving Communication and Instructions (vision, reading, hearing)</li><br>
</ul></div></div><br>
<div><div><ul><li>Conveying Communication and Instructions (Speaking, writing)</li><br>
</ul></div></div><br>
<div><div><ul><li>Using computer data entry tools - keyboard, mouse, touchscreen, scanner</li>
</ul></div></div><br>
</div></div><div>Frequently (up to 50% of the time)</div>
<div><div><div><div><ul><li>Standing (more than 1 hour at a time)</li><br>
</ul></div></div><br>
<div><div><ul><li>Walking (variable surfaces)</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 26-40 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 40+ pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Sitting</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 26-40 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 40+ pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Standing (up to 1 hour at a time)</li><br>
</ul></div></div><br>
<div><div><ul><li>Standing (more than 1 hour at a time)</li><br>
</ul></div></div><br>
<div><div><ul><li>Walking (even ground)</li><br>
</ul></div></div><br>
<div><div><ul><li>Walking (variable surfaces)</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 1-10 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 11-25 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 1-10 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 11-25 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 26-40 pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Pushing/Pulling 40+ pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Bending/Stooping</li><br>
</ul></div></div><br>
<div><div><ul><li>Kneeling</li><br>
</ul></div></div><br>
<div><div><ul><li>Reaching above shoulder</li>
</ul></div></div><br>
</div></div><div>Occasionally (approximately 1-2 times per month)</div>
<div><div><div><div><ul><li>Climbing stepstools</li><br>
</ul></div></div><br>
<div><div><ul><li>Climbing ladders</li><br>
</ul></div></div><br>
<div><div><ul><li>Lifting 26-40 pounds</li>
</ul></div></div><br>
</div></div><div>Rarely (1-5 times per year)</div>
<div><div><div><div><ul><li>Lifting 40+ pounds</li><br>
</ul></div></div><br>
<div><div><ul><li>Climbing stepstools</li><br>
</ul></div></div><br>
<div><div><ul><li>Climbing ladders</li><br>
</ul></div></div><br>
</div></div><div></div><div>NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.</div>
<div></div><div>All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, protected veteran status, or other protected class in accordance with applicable federal, state, and local laws. Any applicant requiring accommodation should contact the Mid-Continent Public Library Human Resources Department at 816.836.5200.</div><br>
<div></div>
<div></div><div>Applicants will be considered for employment opportunities on the merits of their skills and experience related to the position sought. Employment offers are conditional upon submitting a criminal records check, identity verification, and national sex offender registry check. Applicants will not be denied employment solely or in part because of a prior conviction, unless MCPL determines the conviction is job-related. If a background check yields information that is of concern to MCPL, the applicant will be given an opportunity to review the background check findings and present information regarding inaccuracy, mitigating circumstances, and rehabilitation.</div></div></div>

Customer Service Supervisor - East Lee's Summit Branch

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