Supervisor, Customer Service

About the role

Provide guidance and leadership with support and solutions for escalated and complex customer service situations through customer interaction channels such as phone, chat, email, etc. Manage the daily support of associates, customers and operational needs for assigned team.

Responsibilities

• Hire, coach and develop associates to achieve performance goals.
• Provide timely, informed assistance, deliver effective solutions and an engaging experience to internal and external customers.
• Lead direct reports to create a positive impact on customer experience and meet and/or exceed service level goals.
• Establish, communicate and manage critical metrics and expectations through quality monitoring, call metrics and assessments on a consistent basis.
• Oversees the organization and delegation of Customer Support Cases.
• Assumes, assigns or re-assigns responsibilities temporarily, as necessary.
• Fosters a team environment in which new knowledge and ideas drive growth, engagement and continuous improvement of associates.
• Create a culture of accountability and ownership. Provide feedback, coaching and development to direct reports, as well as, document disciplinary and/or performance problems according to company policy, to encourage professional growth.
• Take partnership with Customer Care manager and HR partners as needed.
• Partner with workforce as needed to ensure schedule reflects the business need.
• Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies.
• Operate with a high level of confidentiality.
• Develop associates selling skills including driving Crate and Barrel Credit Card (CBCC), upselling items, and item recommendations.
• Create and maintain trust and open and honest communication between internal and external customers.
• Manage service solutions and/or compensation to customers based on guidelines in order to achieve the goal of first contact resolution.
• Partner with support teams and management to onboard, facilitate training, knowledge share.
• Adhere to all Customer Care Guidelines.

Qualifications

• High School Diploma or GED is required.
• 3+ years of Customer Service experience. Retail, Customer Service or hospitality industries, preferred.
• 1+ year of prior people management experience required.
• 1+ year of Customer Service Center Team Lead or equivalent customer service experience.

Skills

• Ability to manage, coach and develop associates.
• Excellent problem solving skills and can-do attitude.
• Excellent reading and written language skills (English), good math skills.
• Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment.
• Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people.
• Thorough working knowledge of email, internet browsers, and Google platform.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.