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Customer Service Supervisor

Ashley

Location: Brandon, Florida
Type: Non-Remote
Posted on: November 17, 2020
This job is no longer available from the source.
Summary:
The Customer Care Supervisor will lead a team of Customer Care Representatives to provide excellent customer service to our internal and external customers while keeping the needs of the customer and the company top of mind.  This position will establish, eliminate, or change processes that will contribute to the overall improvement of the Customer Care department.  The Customer Care Supervisor will promote a positive, healthy and consumer-centric culture inside and outside the HomeStore Customer Care department.
The Customer Care Supervisor will maintain prompt, efficient and accurate data entry to ensure customer and employee satisfaction.  This position will exhibit superior customer service by having profound knowledge of product and vendor warranties as well as a full understanding of customer service procedures within the company.
The Customer Care Supervisor is responsible for the day-to-day operation of a team of Customer Care Representatives.  This position will provide support and guidance primarily to Customer Care Representatives, in addition to other areas such as end consumers, HomeStore staff, service technicians, distribution center staff, delivery drivers, etc.  The Customer Care Supervisor will regularly make decisions following company guidelines, and assist with establishing and maintaining standard operating procedures.
As needed, Customer Care Supervisors will handle difficult customers and/or situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind.  He/She will need to use their profound knowledge to determine when to enforce or override standard procedures.
The Customer Care Supervisor must have the skills and ability to keep emotions under control in order to seamlessly move from one situation to the next.
Responsibilities:
• Provide guidance, coaching and support to Customer Care Representatives, assisting them with challenging customer situations and escalated issues.  Provide training and support in a variety of ways including team meetings, small groups or one-on-one to continually develop their skills, build their confidence and empower them to make decisions.
• Professionally communicate with customers at all times and especially in escalated situations; troubleshoot, and resolve issues with defective product, incorrect product, customer perception, etc., to determine the most appropriate method of resolution to ensure customer satisfaction while keeping company goals in mind.  Collaborate with a variety of people such as Regional Managers, store personnel, warehouse personnel and others to work toward the resolution with the end goal of customer retention for life.
• Accurately adjust and/or enter customer sales orders, part orders, credit memos, exchanges, service technician appointments etc. in the system as needed to ensure proper resolution and customer satisfaction with the goal of customer retention for life.
• Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the situation.  Documentation must be clear and concise so that any representative assiting the customer is able to pick up where the previous one left off.For all issues and concerns, follow path-to-resolution process and guidelines to ensure all information possible is received from the customer to determine the most timely and effective method of resolution.  Follow-up as needed to ensure proper resolution and customer satisfaction.
• Monitor the phone system throughout the day to ensure an appropriate number of people available to take calls at all times.  Analyze phone reports regularly to ensure requirements for the team as well as the individuals are being met; determine root cause of successes as well as failures to contribute to the overall success of the team.
• Continually drive departmental goals by analyzing daily, weekly and monthly reports to monitor and manage departmental processes to help ensure process guidelines are followed, customers needs are met and/or issue resolution is timely. Develop strategies for achieving targeted measures; make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
• Continuously drive continuous improvement to increase overall efficiency and effectiveness.
• Collaborate with third party vendors such as protection plan, tech support and/or delivery companies to ensure they’re following Ashley’s guidelines, meeting the Company’s needs and providing execellent service to our customers.
• Collaborate with departmental managers to identify areas of improvement, generate and implement idea; work together to ensure all customer service activities are coordinated as an integrated whole.
• Assist in the development, maintenance and approval of departmental standard operating procedures.
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
• Coordinate and manage the work of employees by directing members of the team to meet the area’s goals.  Audit regularly to ensure standard operating procedures are being adhered to.
• Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews.  Recommend, plan and/or implement employee training and skill development activities.
• Audit, maintain and ensure employee time-keeping and absentee records are accurate.
• Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
• Manage resources to optimize equipment, facilities, employees, methods and materials.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.