5 days old

Supervisor, Customer Service

Houston, TX 77002
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cp\u003EThe Customer Service Supervisor will be responsible for a team of customer\u003Cbr /\u003E service specialists and all related administrative activities for Blinds.com, the\u003Cbr /\u003E world\u0027s largest online window covering company. This position is responsible for\u003Cbr /\u003E ensuring performance quality, positive customer experiences, employee\u003Cbr /\u003E engagement and driving customer service results to achieve department\u003Cbr /\u003E expectations.\u003Cbr /\u003E As a supervisor, you will lead by example and live our core values. You will\u003Cbr /\u003E motivate all employees to strive for continual improvement, and reward employees\u003Cbr /\u003E for delivering spectacular customer service experiences, as well as quality, best\u003Cbr /\u003E solution, and single contact resolution, which are vital to our success. This position\u003Cbr /\u003E is responsible for leading the team to achieve company targets, which means that\u003Cbr /\u003E employee support and motivation must be a core strength, along with the ability to\u003Cbr /\u003E identify and address sub optimum results. This role requires that an individual also\u003Cbr /\u003E be an expert in company products, policies, systems, and processes, and teaches\u003Cbr /\u003E the team new knowledge and skills so that they become higher-performing\u003Cbr /\u003E employees.\u003Cbr /\u003E The ideal candidate must have the ability to identify different ways an employee can\u003Cbr /\u003E improve as well as display core strengths of employee support and motivation.\u003Cbr /\u003E Additionally, the Supervisor must have the ability to identify employees\u0027 skills and\u003Cbr /\u003E knowledge deficiencies and be prepared to coach them in an effort to improve the\u003Cbr /\u003E performance.\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cp\u003E25%- Identify associate improvement opportunities by listening to calls, reviewing\u003Cbr /\u003E key metrics, and observing behaviors on an ongoing bases\u003Cbr /\u003E 25%- Facilitate coaching/feedback sessions geared towards specific behaviors\u003Cbr /\u003E including: QA, productivity, customer service soft skills, and behaviors associated\u003Cbr /\u003E with key metrics (ex. - credits and remakes)\u003Cbr /\u003E 20%- Support associate development and engagement by conducting monthly 1:1\u003Cbr /\u003E conversations and administering developmental blueprint conversations\u003Cbr /\u003E 15%- Collaborate with HR and leadership on performance management activities\u003Cbr /\u003E as needed, including hiring, progressive discipline, leave of absence, performance\u003Cbr /\u003E improvement plans, and attendance, and separations\u003Cbr /\u003E 10%- Act as Service SME on projects and initiatives as assigned by manager,\u003Cbr /\u003E which includes attending project meetings and speaking up as the customer service\u003Cbr /\u003E expert, completing project tasks, and cascading all relevant information to the\u003Cbr /\u003E leadership team\u003Cbr /\u003E 5%- Stay abreast of updated products and services, company policies, customer\u003Cbr /\u003E service industry trends, and best practices\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to Sr Manager of Customer Service. \u003Cbr /\u003E This position has 15 direct reports.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003E\u003Cstrong\u003EEducation Required:\u0026nbsp;\u003C/strong\u003E\u003C/strong\u003E\u003Cp\u003EThe knowledge, skills and abilities\u003Cbr /\u003E typically acquired through the completion\u003Cbr /\u003E of a high school diploma and/or GED.\u003C/p\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E4 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u0026nbsp;\u003Cp\u003EDemonstrate strong leadership abilities\u003Cbr /\u003E Action Oriented\u003Cbr /\u003E Ability to collaborate well with other members of leadership by exercising respectful\u003Cbr /\u003E candor and working through conflicts effectively\u003Cbr /\u003E Excellent Communications skills, both written and oral\u003Cbr /\u003E Strong computer skills including experience with Windows, Microsoft Office Suite\u003Cbr /\u003E and the Internet\u003Cbr /\u003E Must adhere to work schedule\u003Cbr /\u003E Exemplary organizational skills\u003Cbr /\u003E Ability to perform with minimal supervision\u003Cbr /\u003E Understanding of call center technologies including IVR/ACD/email systems\u003C/p\u003E\u003C/div\u003E
Posted: 2021-06-11 Expires: 2021-07-11
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Supervisor, Customer Service

Home Depot
Houston, TX 77002

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