How to hire a Customer Service Supervisor

How to hire a customer service supervisor, step by step

Here's a step-by-step customer service supervisor hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer service supervisor job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer service supervisor
• Step 8: Go through the hiring process checklist

What does a Customer Service Supervisor do?

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1. Identify your hiring needs

   The customer service supervisor hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine Employee vs Contractor Status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect customer service supervisor also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list presents customer service supervisor salaries for various positions.

   Type Of Customer Service Supervisor	Description	Hourly Rate
   Customer Service Supervisor		$12-25
   Service Lead	A service lead is a professional who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns... Show More	$23-68
   International Customer Service Representative	An international customer service representative usually communicates with an international client. Their work is to take calls and answer queries about a particular product or service... Show More	$11-19

   Show more

2. Create an ideal candidate profile

   Common Skills:

   • Strong Customer Service
   • Customer Care
   • Customer Support
   • Payroll
   • Customer Complaints
   • Front End
   • Customer Satisfaction
   • Customer Service
   • Corrective Action
   • Quality Standards
   • PowerPoint
   • Service Desk
   • Performance Management
   • Customer Service Reps

   Check All Skills

   Responsibilities:

   • Manage customer relationships and acting Salesforce administrator.
   • Develop and manage sales/customer service agents by monitoring productivity, quality and adherence using KPI's.
   • Manage services and supports for intellectually and developmentally disable individuals, within compliance with all Medicaid and I/DD waiver regulations.
   • Perform employee monthly/annual reviews/evaluations, payroll, and disciplinary actions.
   • Develop service and performance management standards, facilitating exceptional patient experiences for patients and families of the medical center.
   • Give estimates on installation of windows and doors.

   More Customer Service Supervisor duties

3. Make a budget

   Including a salary range in your customer service supervisor job description is one of the best ways to attract top talent. A customer service supervisor can vary based on:

   • Location. For example, customer service supervisors' average salary in arkansas is 41% less than in district of columbia.
   • Seniority. Entry-level customer service supervisors 49% less than senior-level customer service supervisors.
   • Certifications. A customer service supervisor with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a customer service supervisor's salary.

   Average customer service supervisor salary

   $38,792yearly

   $18.65 hourly rate

   ---

   Entry-level customer service supervisor salary

   $27,000 yearly salary

   Updated January 16, 2025

   Average customer service supervisor salary by state

   Rank	State	Avg. Salary	Hourly Rate
   1	New York	$48,237	$23
   2	Massachusetts	$47,147	$23
   3	Connecticut	$46,008	$22
   4	California	$43,192	$21
   5	North Carolina	$41,243	$20
   6	Florida	$40,532	$19
   7	Pennsylvania	$40,254	$19
   8	Georgia	$40,196	$19
   9	Wisconsin	$40,151	$19
   10	Illinois	$39,994	$19
   11	Texas	$38,332	$18
   12	Tennessee	$38,314	$18
   13	Virginia	$38,252	$18
   14	Colorado	$38,073	$18
   15	Indiana	$37,637	$18
   16	Ohio	$37,571	$18
   17	Missouri	$37,508	$18
   18	Michigan	$37,212	$18
   19	Arizona	$35,298	$17
   20	Iowa	$34,549	$17

   Average customer service supervisor salary by company

   Company

   Rank	Company	Average Salary	Hourly Rate	Job Openings
   1	Schneider Electric Industrial Services	$60,827	$29.24	29
   2	HP	$59,837	$28.77	10
   3	AbbVie	$58,382	$28.07	18
   4	Massachusetts General Hospital	$56,251	$27.04	1
   5	Oracle	$55,534	$26.70	139
   6	City National Bank	$54,009	$25.97	34
   7	Citi	$52,346	$25.17	55
   8	BD	$50,835	$24.44	12
   9	BCforward	$50,494	$24.28	15
   10	Fidelity Investments	$50,245	$24.16	30
   11	Portland General Electric	$49,897	$23.99	2
   12	University of California-Berkeley	$49,879	$23.98
   13	Sunrise Systems	$49,658	$23.87	1
   14	Service Partners	$49,434	$23.77	3
   15	Halliburton	$49,381	$23.74	37
   16	PSEA	$48,792	$23.46	38
   17	BNP Paribas	$48,776	$23.45
   18	Swagelok Company	$48,717	$23.42	1
   19	South Tahoe Public Utility District	$48,230	$23.19
   20	Mvix Digital Signage	$48,035	$23.09

4. Writing a Customer Service Supervisor Job Description

   A job description for a customer service supervisor role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a customer service supervisor job description:

   Customer Service Supervisor job description example

   Job Title
   Supervisor Customer Service I
   
   Job Purpose
   We are currently hiring a Contact Center Supervisor to assist in managing day to day operations of a large inbound Customer Contact Center. Provide support, performance and on-going development for 15-25 Contact Center FTE which includes timely coaching, positive reinforcement, and monitoring, focusing on quality and productivity with honest, and direct feedback. Monitoring and managing workflow queues and in order to attain service level agreements. Prepare for and facilitate monthly communications and one on one meeting with all direct reports. Maintain a thorough understanding of First Data's products, platforms, systems, operational areas and processes. Attending on-going training as required. Maintain knowledge of products and client expectations through educational opportunities, including, but not limited to: Training, Call Escalations, Calibration/Call Monitoring Sessions, and Phone Time. Resolving merchant escalations and act as second level support for Customer Contact Center associates. Responding to general questions from Customer Contact Center associates and provide side by side training and coaching as needed. Educate team members on various aspects of the business including processes, client relationships, financial impacts, products, and retention. Identify and implement cost control and efficiency measures to eliminate unnecessary expenses. Complete special projects and other duties as assigned.
   
   This role is not eligible to be performed in Colorado.
   
   Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
   
   Thank you for considering employment with Fiserv. Please:
   
   Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
   
   Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

   Copy This Example

   

5. Post your job

   There are a few common ways to find customer service supervisors for your business:

   • Promoting internally or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to meet candidates with the right educational background.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.

   Post your job online:

   • Post your customer service supervisor job on Zippia to find and recruit customer service supervisor candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with customer service supervisor candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer service supervisor

   Once you've found the customer service supervisor candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   Once that's done, you can draft an onboarding schedule for the new customer service supervisor. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a customer service supervisor?