Customer Care Red Alert Supervisor

Qualifications

At least 2 years of relevant experience in the call center, order control, DC operations, or at a showroom.

About the Role

This is a working supervisor position, requiring you to work alongside your team. You will be responsible for providing leadership and direction to the Red Alert team, ensuring customers receiving redeliveries or exchanges get the correct and damage-free product. The role involves checking and verifying exchanges, collaborating with returns and Quality Assurance, and handling process improvements and issues. You'll also manage staff hiring, time management, performance feedback, and disciplinary actions while maintaining a professional attitude.

Responsibilities

• Ensure all exchanges are checked and verified for customers.
• Work closely with returns and Quality Assurance to identify process improvements and handle issues.
• Track workflow for red alerts using Excel for stats and bonus reports.
• Communicate effectively across all areas of operation, including quality assurance, customer care, delivery companies, and distribution.
• Hire staff as needed, manage agents' time, and provide real-time feedback and appreciation.
• Perform reviews and disciplinary actions when necessary.

Skills

• Proficiency in Excel for tracking and reporting.
• Excellent written and verbal communication skills.
• Flexibility and better-than-average attendance.

Reports To

Rob Steele

About Rooms To Go

Founded in 1991, Rooms To Go revolutionized furniture shopping. As America's #1 independent furniture retailer, we offer stylish, designer-curated rooms at exceptional value through a simplified and customer-friendly experience. With over 250 stores across ten states, eight state-of-the-art distribution centers, and a growing e-commerce business, we lead in inventory, delivery speed, financing options, and product availability. Our growth-oriented culture fosters collaboration and support, offering opportunities to learn, grow, and build a career with an industry leader.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts, including furniture
• Company-paid life and disability insurance
• Paid time off
• Employee Assistance Program
• Wellness Programs
• And more!

Rooms To Go is an equal opportunity employer. Applicants must be authorized to work in the U.S.