Warrior Service Company, LLC. · 4 hours ago
Customer Service Supervisor - on-site Palm Springs, FL
Palm Springs, FL
Full-time
Onsite
Mid, Senior Level
$58K/yr - $602K/yr
5+ years expWarrior Service Company LLC is dedicated to supporting Veterans through their services, and they are seeking a Customer Service Supervisor to oversee daily call center operations. This role involves managing a team of customer service representatives, ensuring compliance with contract Service Level Agreements, and fostering a high-performance culture focused on professionalism and ethical conduct.
Health CareMedical DeviceRentalRetail
Responsibilities
Ensure all open orders are actively managed and that the team maintains accurate, up-to-date reporting at all times
Oversee OMNI Channel order intake, ensuring orders are entered correctly, completely, and within required contract SLAs
Monitor daily workflows to ensure timely processing of calls, orders, and follow-ups in alignment with VA contract requirements
Identify trends, bottlenecks, and risks impacting service delivery and escalate as appropriate
Ensure phones are consistently answered during operating hours and that no calls are missed or abandoned
Monitor call volumes, response times, and staff availability to maintain service levels
Support scheduling, coverage, and real-time adjustments to meet call demand
Directly manage, coach, and develop customer service representatives
Approve timecards and PTO requests, ensuring adequate staffing and coverage for all customer service functions
Balance PTO approvals with operational needs to maintain SLA compliance and call coverage
Uphold and enforce professional ethics, conduct, and decorum on the call floor, ensuring respectful, compliant, and Veteran-focused interactions at all times
Set clear expectations for professionalism, accountability, attendance, and performance
Address performance, conduct, attendance, or behavioral issues promptly and consistently
Foster a positive, high-performance, and ethical team culture in a fast-growing environment
Ensure adherence to VA contract requirements, internal SOPs, and quality standards
Support audits, quality reviews, and performance reporting as required
Partner with Operations, QA, and Leadership to continuously improve service outcomes
Qualification
Required
5+ years of experience in a Customer Service Management and/or Supervisory role, preferably in a call center environment
Proven experience managing people, including coaching, performance management, scheduling, and team accountability
Experience approving timecards and managing PTO in a coverage-driven environment
Demonstrated ability to enforce professional standards and ethical conduct within a team environment
Strong understanding of call center operations, KPIs, and service level management
Ability to manage multiple priorities in a fast-paced, high-volume environment
Strong organizational, communication, and problem-solving skills
High attention to detail with a strong sense of urgency and ownership
Preferred
Experience working in a VA Government Contractor or regulated healthcare environment
Salesforce experience (order management, reporting, dashboards) is a strong plus
Familiarity with OMNI Channel workflows and multi-channel intake models
Experience supporting SLA-driven contracts
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Parental leave
Vision insurance
Company
Warrior Service Company, LLC.
Warrior Service Company was established in 2012 by Alex Presman, a service connected combat wounded Marine amputee.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Presman
President
Company data provided by crunchbase