Customer Service Supervisor

The Opportunity:

Tetra Tech Inc. is currently seeking a Customer Service Supervisor to supervise the daily operations of a customer service department and lead a team of customer service representatives.

Why Tetra Tech:

At Tetra Tech, you will work with high-performing teams who are passionate about using their expertise to find solutions to complex problems in water, environment, infrastructure, resource management, energy, and international development.

Your Impact:

As a Customer Service Representative, you will make a direct impact by helping residents and customers navigate program services with clarity, professionalism, and compassion. You will serve as a trusted point of contact, ensuring questions are answered accurately, concerns are documented and resolved efficiently, and complex issues are escalated appropriately. Your attention to detail, commitment to confidentiality, and ability to build positive customer relationships will help strengthen trust in Tetra Tech and the client program.

Position Summary:

The Customer Service Supervisor is responsible for overseeing a team of customer service agents, ensuring that they provide high-quality assistance to customers. This function entails monitoring performance, providing training and support, providing coaching opportunities, and dealing with escalated problems. The ideal applicant will have strong leadership talents, outstanding communication skills, and a dedication to increasing customer satisfaction.

Essential Job Functions:

The following duties are considered essential to the role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• Supervising the Team:
  • Supervise daily activities of customer service representatives to ensure efficient and effective service delivery.
  • Schedule and manage shifts to ensure adequate coverage.
  • Conduct regular performance evaluations and provide constructive feedback and coaching.
• Training & Development:
  • Implement training programs for new hires and provide refresher training for current staff.
  • Identify skill gaps to provide additional training/coaching opportunities or resources as needed.
  • Engage a continuous learning environment to improve service quality.
• Quality Assurance:
  • Monitor and evaluate customer interactions to ensure adherence to company policies and procedures.
  • Review and analyze customer feedback to identify areas for improvement.
  • Implement strategies to enhance customer satisfaction.
• Issue Resolution:
  • Handle escalated customer inquiries and complaints in a professional and timely manner.
  • Coordinate with management as needed to resolve complex issues.
  • Follow up with customers when necessary to ensure their issues are resolved to their satisfaction.
• Reporting and Analysis:
  • Prepare daily reports on team performance, customer feedback, and call center service metrics.
  • Analyze data to identify trends and make recommendations for improvements.
  • Present findings to Call Center Manager for further review.
• Process Improvement:
  • Review and refine customer service processes and procedures to enhance efficiency.
  • Implement best practices and new technologies to improve service delivery.
  • Encourage team members to suggest improvements and innovations.
• Administrative Duties:
  • Maintain accurate records of customer interactions, issues, and resolutions.
  • Ensure compliance with company policies and industry regulations.
  • Manage team-related administrative tasks such as timekeeping and performance records.

Required Qualifications:

• High school diploma or equivalent.
• Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory role.
• Proven track record of leading a successful customer service team.

• Strong leadership and team management skills.

   

• Strong problem-solving and conflict-resolution abilities.

• Proficient in call center software and technology.

   

• Ability to analyze data and make informed decisions.

Preferred Qualifications:

• An associate's or bachelor’s degree in Business, Management, or a related field.

Physical Requirements:

• Ability to work remotely at a computer for extended periods.
• Frequent use of a computer, keyboard, mouse, telephone, and other office equipment.
• Ability to communicate effectively through phone, video, email, and other electronic platforms.
• May occasionally need to sit, stand, walk, bend, or lift light office materials.

Work Environment / Environmental Factors:

This position may be based in an office environment or performed remotely, depending on company and project requirements. 

• Flexible working hours may be required, including evenings, weekends, extended shifts, or emergency-response operations. 
• Project assignments may be adjusted or reassigned based on evolving business needs, client requirements, staffing considerations, or operational priorities. Employees are expected to remain flexible and support other call center projects or programs as assigned.

Additional Information:

This job description outlines the primary responsibilities and qualifications for the Customer Service Representative position. It may be subject to change based on the company’s needs, client requirements, and project priorities.