Customer Care Supervisor

Overview

Supervisor, Customer Care (remote) Provides leadership, direction, coaching and engages associates to consistently provide exceptional customer service to meet or exceed company goals and customer service metrics.

Responsibilities

Leads a team that provides customer service to manage inquiries or assistance required concerning merchandise, system support, or sales orders, and problems. Manages escalated calls from customers as well as provides in-call assistance needed for associates in the center. Supervises, provides coaching, and engages Customer Care Center (CCC) associates to continuously provide exceptional customer service to meet or exceed company survey goals Coordinates and administers programs designed to develop associates’ skills and abilities to create a customer first environment Supports the implementation of new procedures and/or operational changes to support the Customer Care vision and strategy Tracks, reviews, & responds to customer complaints, and escalates issues in a manner that drives customer retention and loyalty Qualifications 2+ years supervisory leadership experience (retail or call center preferred) 2+ years customer service and retail experience required Exhibits high standards and accountability; takes pride in accuracy Results-oriented and self-motivated with a strong sense of urgency Able to independently organize and prioritize broad workload to meet deadlines Strong customer service, written and verbal communication and organizational skills High School degree or equivalent business experience; Bachelor’s degree preferred Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows Requires access to reliable, high-speed internet connection and a quiet working area away from distractions Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning What You Get Enjoy a rewarding career at Catalyst, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic brands. Benefits: Medical/dental/vision insurance starting on day one, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and a generous associate merchandise discount. Growth and Development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement. Collaborative Culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success. About Catalyst Catalyst Brands reflects the bringing together the rich heritages of our brands with modern excitement and a new vision for success with five iconic brands together under a unified powerhouse portfolio to celebrate the essence of American style. We are leveraging our rich history, resources and best-in-class industry talent to further build the success of our brands. At Catalyst we are united in one shared purpose: We exist to ignite America’s most beloved retail brands to make fashion accessible to all. For more opportunities to join our team please visit our careers page. Pay Range USD $57,000.00 - USD $95,000.00 /Yr.