Customer Support Supervisor - Resolution Specialist

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 staffCoaches team members to achieve continued growth and development, considering requirements for potential future advancement, through side by sides, walk-around and private discussionTracks progress in clerical and procedural performanceEffectively documents interaction with team members, maintaining their associate file accordinglyWrites and delivers performance evaluations, and progressive discipline documentsMaintains 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 attainedConsistently collaborates with colleagues and Managers in assessing, developing and implementing department project plans and proceduresEffectively communicates and collaborates with other departments and store regions, supporting and cultivating alignmentResponsible for knowledge and expertise in utilizing technology and software used by the CompanyDuties 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 feedbackPerforms 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 prioritiesCustomer-centric: Ability to make sound decisions within and outside of established policiesFan 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 staffMulti-tasker: Proven ability to multi-task and apply knowledge of various job responsibilities effectivelyBookworm: Minimum High School Diploma or equivalent, comprehensive knowledge of Microsoft Office and ExcelDetail-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 visionAchievement-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:

$55,000 Annual Salary

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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