Customer Service Supervisor

Job Description

Salary:

DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties. We are looking for a dynamic and experienced Customer Service Supervisor to join our team in Roseburg, OR.

If that sounds like you, please submit an application for consideration by June 1st, 2025. Applicants who are selected for an interview will be contacted by June 10th, 2025.

Why work at DFN?

At DFN, we strive to take care of our employees on and off the job.

Just to highlight a few of our amazing benefits

We offer a 200% 401(k) match capping at 9%.

100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options.

Free 1 Gig high speed fiber internet service if you live within our service territory.

PTO package and 10 paid holidays including two days off for your birthday.

See what it's like to work at DFN

POSITION PURPOSE:The Customer Service Supervisor leads DFNs Customer Service team, currently consisting of five representatives, who support nearly all residential customer interactionsincluding new service sales, account changes, billing inquiries, and general support. This position is responsible for ensuring high-quality, efficient, and professional customer service, while also driving sales performance and team development. The Supervisor oversees scheduling, cash handling processes, workflow optimization and interdepartmental coordination with Sales, Technical Support, Engineering and Administration. As DFN continues to build a sales-oriented service culture, this role will be instrumental in coaching the team to meet evolving performance metrics and sales goals.

ESSENTIAL FUNCTIONS:

Lead, coach, and supervise the Customer Service team, ensuring service quality, adherence to procedures, and professional customer interactions.

Implement sales expectations, track performance against goals, and provide coaching and motivation to support a sales-driven service culture.

Oversee scheduling and coordination of residential customer installations, service changes, and disconnects to ensure timely and accurate execution.

Respond to customer inquiries, service issues, and complaintsincluding escalationsprofessionally and efficiently.

Coordinate with internal departments (Sales, Engineering, Technical Support, and Administration) to ensure smooth service delivery and information flow.

Monitor and reconcile cash and payment handling processes, ensuring accuracy and compliance with internal controls.

Maintain organized records, reports, and trackers for orders, customer service metrics, referral activities, and promotional program results.

Conduct regular team meetings, 1:1 coaching sessions, and performance evaluations to guide employee development and accountability.

Ensure timely distribution and maintenance of customer-facing materials, including welcome kits, print collateral, and onboarding documentation.

Manage administrative duties such as credit requests, voided orders, and compliance documentation.

Attend community and promotional events, as needed, to support DFNs outreach and customer engagement efforts.

Identify and implement improvements to workflows, tools, and service processes.

Support special projects and cross-functional initiatives as assigned.

QUALIFICATIONS:

2+ years of supervisory or team lead experience in a customer service or sales environment (telecom, ISP, or utility industry preferred).

Demonstrated ability to lead, coach, and motivate a team to meet both service and sales performance goals.

Strong customer service orientation with a proactive, problem-solving mindset.

Prior experience in cash handling, reconciliation, and front-office transaction processes.

Excellent verbal and written communication skills with the ability to address customer concerns and coach team members effectively.

Proficiency in Microsoft Office Suite and familiarity with CRM or ticketing systems.

Detail-oriented with strong organizational and time management skills.

Comfortable working in a fast-paced environment with shifting priorities.

Professional appearance and demeanor.

Valid drivers license and clean driving record.

Must pass a pre-employment drug screening; subject to random and for-cause testing per DFNs drug-free workplace policy.

Full-time