Customer Care Supervisor

JOB SUMMARY

The Customer Care Supervisor is responsible for supervising team members on delivering superior customer care to internal and external customers. 

SPECIFIC JOB DUTIES

Leadership

• Accomplish organization goals by accepting ownership for completion of new and different requests; exploring opportunities to add value to job accomplishments.
• Make recommendations to management concerning staff and improvement of procedures.
• Isolate and identify areas for improvement; participate in the development of team policies and procedures; implement quality improvement measures for the team.
• Work with management on customer care initiatives.
• Communicate with management to resolve problems and expedite workload.
• Keep current with emerging web technologies and trends through relevant blogs and events.
• Work with senior leadership on initiatives and improvements.
• Update job knowledge by participating in educational opportunities; reading professional publications.
• Additional duties as required

Personnel Management

• Performance management, hiring, training and termination of the employees within the department, in cooperation with Human Resources.
• Serve as a resource to staff by answering questions, assisting with problems, and providing training as necessary.
• Supervise and coordinate activities of staff engaged in customer care activities.
• Manage daily activities and evaluate staff performance, including monitoring prioritization of work; review employee activities for completeness, accuracy, and effectiveness.
• Interpret and communicate work procedures and company policies to staff, monitoring conformity.
• Ensure that staff listens to and responds to customer care needs appropriately and with a sense of urgency, while ensuring they also maintain appropriate tone of voice and professionalism.
• Verify that employees handle in a professional and confidential manner all communication, correspondence, and issue resolution.
• Provides staff with coaching and leadership, using techniques such as call coaching, one-on-ones, team meetings, and observation.
• Review and check work of staff for accuracy and content, and provide coaching on correcting behavior and preventing future errors.
• Maintain enhanced customer care by organizing and evaluating systems and procedures.
• Monitor staff knowledge of pricing and promotions, and their ability to explain these to the customer.
• Make necessary adjustment in staffing based on day of week, sales promotions, other anticipated events, and phone data.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Monitor call center results to identify and act on trends related to customer care and staff statistics, to ensure attainment of performance targets; report on trends to Customer Care Manager or Director of Customer Care, offering suggestions for corrective action.
• Provide communication and follow up to ensure staff is fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Maintain harmony amongst workers and resolve grievances

Customer Focus

• Resolve complaints, major incidents and issues that cannot be resolved by staff, regarding services and procedures.
• Handle customer escalations, making every effort to placate the customer while still adhering to company standards.
• Work cooperatively with key team members, clients, and vendors.
• Track and report on team metrics.
• Keep abreast of new company products and services, and ensure team is trained accordingly.
• Supervise product exchanges and returns process.
• Recommend corrective responses to address customer complaints.

Company Focus

• Supervise system update expectations, ensuring timely completion and minimizing revisions, reprioritizing without direction, when appropriate. 
• Work with Sales & Marketing to create mutually beneficial customer solutions.
• Provide necessary support for Sales program development.
• Create, implement, and restructure solutions to improve Customer Care efficiency to meet customer sales objectives.
• Educate Sales on policies and guidelines.
• Track and report on team metrics.
• Develop integrated analyses, projections and summarized reports that provide understanding into trends and developments and present findings to Customer Care Manager or Director of Customer Care.
• Periodically may require, either in an office, warehouse, or off-site environment:
  • Reaching, pushing, pulling, lifting, or carrying of product or materials; possibly moving pallets via pallet jack between locations
  • Bending, stooping, or walking of product back and forth between different locations
  • Packing or unpacking of boxes
  • Setup and tear down at events
  • 30 pounds maximum; anything more than 30 pounds must be moved/lifted with another team member
• Ad-hoc research and analysis, as needed.
• Other duties as required.

LOCATION

Position based out of the Huntington Beach headquarters location.  Remote or hybrid options may be available.

TRAVEL

Occasional travel may be required.