[Remote] Supervisor, Customer Service

Note: The job is a remote job and is open to candidates in USA. CB2 is a company that inspires purpose-filled living through high-quality home furnishings. The Supervisor, Customer Service will provide leadership and support for customer service teams, manage daily operations, and ensure an engaging experience for customers while achieving performance 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