Customer Support Supervisor - Resolution Specialist Job Listing at Bob's Discount Furniture in CT (Job ID R-24336)

Description

The Customer Support Supervisor provides direction to a team of Customer Support representatives. This individual is responsible for modeling and upholding expectations set by the company and department, relative to Customer Service and Loss Prevention, and guide individuals who respond to concerns relative to furniture purchases, deliveries and warranty claims.  The Customer Support Supervisor ensures that his or her own work is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on the Company intranet. 

As a member of our Customer Support team, they must display a positive attitude and a passion for helping our internal and external customers.  

Pay: $55,000 Annual Salary

Job Responsibilities

• Responsible for the day to day supervision of a team of Customer Support representatives. Serves as a resource to their staff

• Coaches team members to achieve continued growth and development, considering requirements for potential future advancement, through side by sides, walk-around and private discussion

• Tracks progress in clerical and procedural performance

• Effectively documents interaction with team members, maintaining their associate file accordingly

• Writes and delivers performance evaluations, and progressive discipline documents

• Maintains and displays a comprehensive knowledge of department and company practices and policies. Consistently ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained

• Consistently collaborates with colleagues and Managers in assessing, developing and implementing department project plans and procedures

• Effectively communicates and collaborates with other departments and store regions, supporting and cultivating alignment

• Responsible for knowledge and expertise in utilizing technology and software used by the Company

• Duties may include but are not limited to; training individual agents and/or assisting training classes as needed; conducting Quality Assurance monitoring and scoring, and delivering timely feedback

• Performs other duties and participates in special projects as required

Qualifications

• Expertise: Minimum of 3 years in Customer Support discipline 

• Driven: Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities

• Customer-centric: Ability to make sound decisions within and outside of established policies

• Fan of Engagement: 1 year people management experience and proven track record in contact center supervision. Strong leadership and coaching experience of front line contact center staff

• Multi-tasker: Proven ability to multi-task and apply knowledge of various job responsibilities effectively

• Bookworm: Minimum High School Diploma or equivalent, comprehensive knowledge of Microsoft Office and Excel

• Detail-oriented: Sweats the small stuff when it comes to everything from commas to pixels, but doesn't let the weeds get in the way of building against a big vision

• Achievement-focused: Roll up your sleeves and get stuff done (everyone has a bias for action and wears multiple hats at Bob's!)

Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:

It is policy of Bob's Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

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