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Career profile Customer Service Supervisor

Also known as Customer Service Department Supervisor, Customer Service Supervisor, Driver Sales Supervisor, Information Center Supervisor, Inside Sales Supervisor, Reservations Supervisor, Sales Department Supervisor, Sales Leader, Sales Supervisor, Sales Team Leader

Customer Service Supervisor

Also known as Customer Service Department Supervisor, Customer Service Supervisor, Driver Sales Supervisor

Interests Profile
  • Enterprising
  • Conventional
  • Social
Pay Range
$44,860 - $151,790 (annual)
Required Skills
  • Management of Personnel Resources
  • Speaking
  • Active Listening
Knowledge Areas
  • Customer and Personal Service
  • Administration and Management
  • Personnel and Human Resources
Core tasks
  • Monitor sales staff performance to ensure that goals are met.
  • Provide staff with assistance in performing difficult or complicated duties.
  • Formulate pricing policies on merchandise according to profitability requirements.
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What does a Customer Service Supervisor do?

Customer Service Supervisors directly supervise and coordinate activities of sales workers other than retail sales workers.

In addition, Customer Service Supervisors may perform duties such as budgeting, accounting, and personnel work, in addition to supervisory duties.

What kind of tasks does a Customer Service Supervisor perform regularly?

Customer Service Supervisors are often responsible for overseeing or executing some or all of the following tasks:

  • Monitor sales staff performance to ensure that goals are met.
  • Provide staff with assistance in performing difficult or complicated duties.
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing specific services.
  • Keep records pertaining to purchases, sales, and requisitions.
  • Listen to and resolve customer complaints regarding services, products, or personnel.
  • Hire, train, and evaluate personnel.
  • Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
  • Plan and prepare work schedules, and assign employees to specific duties.
  • Attend company meetings to exchange product information and coordinate work activities with other departments.

The above responsibilities are specific to Customer Service Supervisors. More generally, Customer Service Supervisors are involved in several broader types of activities:

Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information
Observing, receiving, and otherwise obtaining information from all relevant sources.
Making Decisions and Solving Problems
Analyzing information and evaluating results to choose the best solution and solve problems.
Guiding, Directing, and Motivating Subordinates
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Coaching and Developing Others
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

What is a Customer Service Supervisor salary?

The median salary for a Customer Service Supervisor is $78,560, and the average salary is $90,120. Both the median and average roughly describe the middle of the Customer Service Supervisor salary range, but the average is more easily affected by extremely high or low salaries.

Many Customer Service Supervisors earn significantly more or less than the average, due to several factors. About 10% of Customer Service Supervisors earn less than $44,860 per year, 25% earn less than $58,850, 75% earn less than $109,050, and 90% earn less than $151,790.

Between the years of 2020 and 2030, the number of Customer Service Supervisors is expected to change by -5.0%, and there should be roughly 30,600 open positions for Customer Service Supervisors every year.

Median annual salary
$78,560
Typical salary range
$44,860 - $151,790
Projected growth (2020 - 2030)
-5.0%

What personality traits are common among Customer Service Supervisors?

Interests

Career interests describe a person's preferences for different types of working environments and activities. When a person's interest match the demands of an occupation, people are usually more engaged and satisfied in that role.

Compared to most occupations, those who work as a Customer Service Supervisor are usually higher in their Enterprising, Conventional, and Social interests.

Customer Service Supervisors typically have very strong Enterprising interests. Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Also, Customer Service Supervisors typically have strong Conventional interests. Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Lastly, Customer Service Supervisors typically have moderate Social interests. Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Values

People differ in their values, or what is most important to them for building job satisfaction and fulfillment.

Compared to most people, those working as a Customer Service Supervisor tend to value Independence, Working Conditions, and Support.

Most importantly, Customer Service Supervisors strongly value Independence. Occupations that satisfy this work value allow employees to work on their own and make decisions.

Second, Customer Service Supervisors strongly value Working Conditions. Occupations that satisfy this work value offer job security and good working conditions.

Lastly, Customer Service Supervisors strongly value Support. Occupations that satisfy this work value offer supportive management that stands behind employees.

Psychological Demands

Each occupation brings its own set of psychological demands, which describe the characteristics necessary to perform the job well.

In order to perform their job successfully, people who work as Customer Service Supervisors must consistently demonstrate qualities such as integrity, attention to detail, and dependability.

Below, you'll find a list of qualities typically required of Customer Service Supervisors, ranked by importance:

Integrity
Job requires being honest and ethical.
Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Leadership
Job requires a willingness to lead, take charge, and offer opinions and direction.
Initiative
Job requires a willingness to take on responsibilities and challenges.

What education and training do Customer Service Supervisors need?

Many Customer Service Supervisors will have a four-year bachelor's degree, but some do not.

Customer Service Supervisors usually need several years of work-related experience, on-the-job training, and/or vocational training.

Educational degrees among Customer Service Supervisors

  • 5.1% did not complete high school or secondary school
  • 21.0% completed high school or secondary school
  • 22.5% completed some college coursework
  • 9.1% earned a Associate's degree
  • 31.7% earned a Bachelor's degree
  • 9.2% earned a Master's degree
  • 1.4% earned a doctorate or professional degree

Knowledge and expertise required by Customer Service Supervisors

Customer Service Supervisors may benefit from understanding of specialized subject areas, such as customer and personal service, administration and management, or personnel and human resources knowledge.

The list below shows several areas in which most Customer Service Supervisors might want to build proficiency, ranked by importance.

Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Personnel and Human Resources
Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Economics and Accounting
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Important Abilities needed by Customer Service Supervisors

Customer Service Supervisors must develop a particular set of abilities to perform their job well. Abilities are individual capacities that influence a person's information processing, sensory perception, motor coordination, and physical strength or endurance. Individuals may naturally have certain abilities without explicit training, but most abilities can be sharpened somewhat through practice.

For example, Customer Service Supervisors need abilities such as speech recognition, oral comprehension, and oral expression in order to perform their job at a high level. The list below shows several important abilities for Customer Service Supervisors, ranked by their relative importance.

Speech Recognition
The ability to identify and understand the speech of another person.
Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
The ability to speak clearly so others can understand you.
Inductive Reasoning
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Critical Skills needed by Customer Service Supervisors

Skills are developed capacities that enable people to function effectively in real-world settings. Unlike abilities, skills are typically easier to build through practice and experience. Skills influence effectiveness in areas such as learning, working with others, design, troubleshooting, and more.

Customer Service Supervisors frequently use skills like management of personnel resources, speaking, and active listening to perform their job effectively. The list below shows several critical skills for Customer Service Supervisors, ranked by their relative importance.

Management of Personnel Resources
Motivating, developing, and directing people as they work, identifying the best people for the job.
Speaking
Talking to others to convey information effectively.
Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Monitoring
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Time Management
Managing one's own time and the time of others.

What is the source of this information?

The information provided on this page is adapted from data and descriptions published by the U.S. Department of Labor, Employment and Training Administration under the CC BY 4.0 license. TraitLab has modified some information for ease of use and reading, and the U.S. Department of Labor, Employment, and Training Administration has not approved, endorsed, or tested these modifications.

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