Customer Care Red Alert Supervisor

About the role

The Red Alert(RA) department is responsible for ensuring that customers getting a redelivery or exchange get the correct and damage free product delivered to them. The RA Supervisor will ensure that all exchanges get checked and verified for the customer. They are also required to work closely with returns and Quality Assurance to help identify things that can help the process from vendors as well as handling issues that might come up. As well as any other task as required by Management.

Responsibilities

• Provide leadership and direction to the Red Alert team.
• Ensure all exchanges get checked and verified for the customer.
• Work closely with returns and Quality Assurance to help identify process improvements.
• Manage agent time, provide feedback, knowledge and appreciation to agents in real time.
• Perform reviews and disciplinary actions when necessary.
• Maintain a pleasant and professional attitude at all times.

Requirements

• At least 2 years of relevant experience in the call center, order control, DC operations or at a showroom.
• Familiarity with Excel for stats and bonus reports including tracking workflow for red alerts.
• Excellent written and verbal communications skills.
• Flexible schedule to work across all areas of operation including quality assurance, customer care, delivery companies and distribution.
• Ability to hire staff as needed.

Qualifications

• Familiarity with Excel for stats and bonus reports including tracking workflow for red alerts.
• Excellent written and verbal communications skills.
• Flexible schedule to work across all areas of operation including quality assurance, customer care, delivery companies and distribution.
• Ability to hire staff as needed.

Skills

• Excel proficiency for stats and bonus reports.
• Strong communication skills.
• Flexibility and adaptability.
• Team management and supervision skills.

Benefits

Medical, dental, and vision insurance
401(k) with company match
Company paid life and disability insurance
Paid time off
Employee Assistance Program
Wellness Programs

Pay

To be determined based on experience.

Schedule

N/A