Working closely with customer service teams, the supervisor helps maintain service quality standards while fostering employee engagement and professional growth. Responsibilities extend from onboarding new associates to coaching existing team members and addressing escalated customer concerns when necessary.
The schedule for this role is Monday through Friday from 9:00 a.m. to 6:00 p.m. EST.
Key responsibilities include:
- Creating incentives, contests, and activities that promote engagement while supporting team performance goals.
- Monitoring customer interactions to ensure quality service and providing coaching opportunities for associates.
- Evaluating individual and team performance against established metrics.
- Supporting recruitment, interviewing, hiring, and onboarding efforts.
- Assisting with inbound customer calls during periods of high demand.
- Resolving escalated customer and client concerns.
- Performing additional duties as assigned to support business needs.
Qualifications and Requirements
Candidates must possess a high school diploma, GED, or equivalent qualification. An associate’s or bachelor’s degree is preferred.
Additional qualifications include:
- One to two years of experience leading a team in a call center environment.
- Knowledge of leadership practices and the ability to foster an atmosphere of trust, openness, and customer-focused service.
- Strong proficiency with Microsoft Office applications, web-based tools, and standard office equipment.
- Ability to move throughout the contact center floor and assist team members as needed.
- Automotive or insurance industry experience is preferred.
- Familiarity with CCC estimating software is preferred.
Compensation and Benefits
The position offers starting compensation of $52,000 annually.
Safelite also provides a benefits package that includes:
- Competitive weekly pay and bonus opportunities.
- A 401(k) plan with company matching.
- Medical coverage options.
- Paid time off programs.
- Company-paid holidays.
- Paid volunteer days.
- Tuition reimbursement of up to $5,250 annually.
- Paid training and access to the tools and resources necessary for the role.
Benefit values may vary based on individual benefit selections during enrollment.
Career Growth and Company Culture
The role offers opportunities to develop leadership skills while guiding and mentoring customer service professionals. Through responsibilities such as coaching, performance management, recruitment, and training, employees gain experience in both people leadership and operational management.
Within Safelite’s Customer Service organization, team members contribute directly to customer interactions and service delivery across the country. The company notes that customer service employees have access to internal growth opportunities that support career advancement while working remotely.
Safelite also states its commitment to maintaining a diverse workforce and fostering an inclusive workplace environment.
About Safelite
is a national company that provides customer service and support solutions to customers across the United States. Within its Customer Service division, employees serve as a primary point of contact for customers, helping deliver service and solutions while supporting the company’s customer-focused experience.
Safelite describes itself as an equal opportunity employer and welcomes applicants from diverse backgrounds. The company also provides reasonable accommodations during the application and hiring process in accordance with applicable laws and regulations.
Apply for the Contact Center Supervisor and Job Coach with Safelite