Customer Service Supervisor

5 days ago

Tempe, Arizona, United States Associated Asset Management (AAM) Full time

Job Details

Description
Position Responsibilities:

  • Lead, coach, and develop Customer Service Agents to ensure exceptional service delivery and achievement of team performance goals.
  • Conduct regular 1:1s, performance feedback, coaching sessions, and team huddles to drive engagement and development.
  • Monitor team performance metrics and take proactive steps to support improvement.
  • Manage call queue and scheduling needs to ensure proper coverage and service level achievement.
  • Approve and maintain all timecards and scheduling for Customer Service Agents, including PTO requests and staffing shifts.
  • Support recruiting, onboarding, and ongoing training to build a high-performing team.
  • Serve as the escalation point for complex homeowner concerns, resolving issues with professionalism and empathy.
  • Oversee timely processing of refunds, deposits, and payment plans to ensure accurate and efficient service.
  • Coach and support Customer Service Agents in decision-making including fee waiver requests and troubleshooting assistance.
  • Participate in call handling during peak times, staff shortages, or escalations.
  • Foster a positive, collaborative, and customer-focused culture aligned with company values.
  • Identify opportunities to streamline call center processes and improve the homeowner experience.
  • Assist homeowners visiting the office for support when needed.
  • Perform additional duties as assigned to support department success.

Knowledge, Skills And Abilities

  • Strong leadership and coaching skills with proven ability to motivate and develop a team.
  • Experience supervising in a high-volume call center environment.
  • Ability to analyze call center performance metrics and drive results.
  • Demonstrated customer service excellence and conflict de-escalation skills.
  • Effective decision-making and problem-solving skills.
  • Strong communication and interpersonal skills with a professional and polished presence.
  • Ability to multitask and manage competing priorities in a fast-paced environment.
  • Team-first mindset with commitment to supporting and developing others.
  • Positive, solution-oriented approach and willingness to lead by example.

Minimum Qualifications

  • High school diploma or GED required; college coursework preferred.
  • Two (2) years of full-time professional customer service experience.
  • One (1) year of experience leading or supervising employees in a call center environment (or demonstrated experience serving as a lead/mentor with measurable results).
  • HOA experience preferred, but not required.

Physical Demands & Work Environment

  • Primarily sitting at work station utilizing a computer in an office setting.

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