Note: The job is a remote job and is open to candidates in USA. CB2 is a home furnishings company that inspires purpose-filled living. They are seeking a Supervisor for Customer Service to provide leadership and guidance in managing customer service operations, ensuring a positive customer experience and achieving service level goals.
Responsibilities
- 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
- Hire, coach and develop associates to achieve performance goals
- Provide timely, informed assistance, deliver effective solutions and an create 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
- Operates with a high level of confidentiality
- Complete Manager on Duty shifts as assigned
- Develop associates selling skills including driving Crate and Barrel Credit Card (CBCC), upselling items, and item recommendations
- Build and maintain trust and open and honest communication between internal and external customers
- Manages service solutions and/or compensation to customers based on guidelines in order to achieve the goal of first contact resolution
- Develop and maintain effective, collaborative relationships with associates
- Partner with support teams and management to onboard, facilitate training, knowledge share
- Adhere to all Customer Care Guidelines
- Perform 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 Lead or equivalent customer service experience
- 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
- Excellent data entry, typing and computer skills
- Thorough working knowledge of email, internet browsers, and Google platform
- 3+ years of Customer Service experience. Retail, Customer Service or hospitality industries, preferred
Company Overview