Customer Service Supervisor

Job Title:                          Customer Service Supervisor                                 

Department:                   Customer Service

Reports to:                      Director of Customer Service

Effective Date:  July 1, 2021



The Customer Service Supervisor oversees the activities of the Customer Service Department.  This is an exempt position that reports to the Director of Customer Service.

The position’s overarching responsibility is to facilitate excellent service to customers, whether through direct contact with staff or via operational effectiveness, while also maintaining ZRT’s business interests.  Duties include managing strategic goals and overseeing the daily activities of up to 10 direct reports, as well as communicating directly with customers.  Primary customer types include healthcare providers, pharmacies and patients but also require contact with other individuals and groups.

Employees assigned this job description may be required to perform any of the duties described in the job description for Customer Service Specialist (I and II) and Customer Service Lead.  Providing guidance to employees outside of the assigned departments may be necessary, but will not result in reclassification of the job description.  Work performed in this position involves continual contact with ZRT’s customers and employees.  Such contact is often of a sensitive nature and requires the use of sound judgment, discretion and courtesy at all times.

Essential responsibilities of the Customer Service Supervisor position include, but are not limited to:

  • Screen, hire and train new employees in cooperation with the Director of Customer Service and Human Resources
  • Monitor employee performance, provide coaching and conduct disciplinary actions as needed for successful department operations
  • Direct workflow and coordinate staff work schedules to ensure continuous and adequate coverage in the assigned areas
  • Manage departmental and customer inquiries, requests, suggestions and complaints
  • Understand and follow department policies and procedures, and maintain related forms and documentation
  • Ensure consistent application of policies and procedures by staff and identify areas for improvement
  • Continuously evaluate and improve operational systems, processes and policies
  • Communicate and work in cooperation with other members of management to meet company goals
  • Lead, plan, support and/or participate in special projects and implementations
  • Attend and conduct meetings as required to successfully complete duties
  • Follow ergonomic and safe working practices
  • Other duties as assigned by the Director of Customer Service, or as are necessary for successful business operations


  • High School Diploma or equivalent, college degree preferred
  • Progressive customer service experience
  • Demonstrated success leading, managing and/or motivating employees
  • Exceptional interpersonal and conflict resolution skills
  • History of collaborative work with various employee and/or customer types
  • Demonstrated efficiency, problem-solving ability and attention to detail
  • Professional oral and written communication skills
  • Ability to accurately type at least 40wpm
  • Intermediate to Advanced knowledge of common computer applications, including MS Office, database software and e-mail
  • Proven ability to manage time and stress effectively
  • Ability to work occasional evenings and/or weekends

Equipment Used:

  • Standard office machines including, but not limited to: computer, copier, scanner, fax, printer, multi-line telephone
  • Computer software including, but not limited to: custom database, MS Office, internet, intranet, Adobe Acrobat
  • Windows operating system and server network

Physical requirements:

  • Position requires the ability to sit for long periods of time, to use hands to perform a variety of repetitive tasks and to answer phones on a frequent basis
  • Position may require some bending or lifting up to 20 lbs
  • Position requires ability to manage one’s own stress and the stress of others in a positive and healthy manner

If this sounds like the right fit for you, we want to talk to you!  Please send us a cover letter and a resume to  We promote a healthy and diverse work environment.