First-Line Supervisors, Customer Service

Supervise and coordinate activities of workers involved in providing customer service.

Job Task

• Supervises and coordinates activities of workers engaged in customer service activities.
• Plans, prepares, and devises work schedules, according to budgets and workloads.
• Observes and evaluates workers' performance.
• Issues instructions and assigns duties to workers.
• Trains and instructs employees.
• Hires and discharges workers.
• Communicates with other departments and management to resolve problems and expedite work.
• Interprets and communicates work procedures and company policies to staff.
• Helps workers in resolving problems and completing work.
• Resolves complaints and answers questions of customers regarding services and procedures.
• Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.
• Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.
• Makes recommendations to management concerning staff and improvement of procedures.
• Plans and develops improved procedures.
• Requisitions or purchases supplies.

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