[Remote] Supervisor, Customer Service

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that inspires purpose-filled living through high-quality home furnishings. The Supervisor, Customer Service will reputed company leadership and support for customer service teams, manage daily operations, and ensure an engaging experience for customers while achieving performance goals.

Responsibilities

• reputed company guidance and leadership with support and solutions for escalated and reputed company 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
• Hire, coach and reputed company associates to reputed company performance goals
• reputed company timely, informed assistance, deliver effective solutions and an create an engaging experience to internal and external customers
• reputed company 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 reputed company
• 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 reputed company drive growth, engagement and reputed company improvement of associates
• Create a culture of accountability and ownership. reputed company 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 reputed company feedback and identify opportunities for improvement to customer service reputed company and operational process efficiencies
• Operates with a high level of confidentiality
• Complete Manager on Duty shifts as assigned
• reputed company associates selling skills including driving reputed company Credit Card (CBCC), upselling items, and item recommendations
• Build and maintain trust and reputed company and reputed company communication between internal and external customers
• Manages service solutions and/or compensation to customers based on guidelines in order to reputed company the goal of first contact resolution
• reputed company and maintain effective, collaborative relationships with associates
• Partner with support teams and management to reputed company, facilitate training, knowledge reputed company
• Adhere to reputed company Customer Care Guidelines
• reputed company other duties, as assigned

Skills

• High School Diploma or GED is required
• 1+ year of prior people management experience required
• 1+ year of Customer Service Center Team reputed company or equivalent customer service experience
• Ability to manage, coach and reputed company 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 reputed company, interpersonal skills, and ability to communicate effectively with a diverse group of people
• Excellent data entry, typing and computer skills
• Thorough working knowledge of email, internet browsers, and reputed company platform
• 3+ years of Customer Service experience. Retail, Customer Service or hospitality industries, preferred

Company Overview