Customer Service Supervisor - Call Center

<p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. We want people who are ready to Build Something Amazing.</strong></p> <p><em><strong>"At La-Z-Boy we're dedicated to home... because home is what really matters and what will always matter. At the end of even the longest days, home is where we find ourselves."</strong></em><strong><em><br /><a href="" target="_blank" rel="noopener noreferrer">Watch the full experience here.</a> </em></strong></p>

Monroe, Michigan

La-Z-Boy Corporate

<p><strong>Not many companies can say that they are both a household brand and one of the most innovative organizations in their industry. La-Z-Boy can. Ninety years after our first recliner, we&rsquo;re still re-inventing the industry.</strong></p> <p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. Our people are what drives us forward. We want people who are ready to Build Something Amazing.</strong></p>

keywords: join,performance,process,teamwork,customer care,communication,planning,build,solutions,culture,compensation,strategy,sales,degree,experience,knowledge



Overview: Come join our team and help us Build Something Amazing.
Responsibilities: &bull; Monitors, develops, mentors, and manages a team of up to 30 Customer Service Representatives both onsite and remote. This requires regular feedback sessions with Customer Service Representatives (CSRs) communicating performance expectations and results, identifying development opportunities and working with coaches to provide ongoing support. &bull; Works with CSRs on handling escalated customer issues involving tact, discretion, persuasion and negotiation. Offers possible solutions including discounts, returned goods authorization and refunds requiring creative ideas. &bull; Identifies, develops, and implements process improvement opportunities to improve operating efficiencies. Leads special project teams to bring measurable results. &bull; Builds and maintains relationships with business partners. Participates in scheduled Market Sales Manager (MSM) and dealer calls and sends updates as required. Responds quickly to special requests for assistance with customer issues, order follow up or performance results. &bull; Instills high levels of employee motivation and satisfaction. Creates a culture of ownership and customer satisfaction. Identifies fun activities to engage employees and drive performance improvements. Recognizes employees for performance improvement, exceeding goals and great accomplishments. &bull; Conduct routine meetings to promote strategy cross collaboration with direct reports, peers and task teams. Communicate results, discuss future direction as a means to create synergy and continuous improvement. &bull; Develops and defines process documentation, performance expectations and reporting guidelines to ensure operational consistency. SCOPE &amp; IMPACT: Customer Service Supervisors use a variety of systems and measures to monitor agent performance and provide feedback to CSR&rsquo;s. ERP planning is used to monitor open cases and duration which impacts customer satisfaction. While they do not have financial responsibility, Customer Service Supervisors make daily decisions to refund customers, issue return goods authorization (RGA), offer part and service discounts, and courtesy compensation for service issues. These items can total tens of thousands of dollars annually. They are responsible for the performance of CSR teams up to 30.
Requirements: MINIMUM REQUIREMENTS: &bull; Bachelor&rsquo;s Degree in business or related field with 2-4 years of relevant experience or equivalent. &bull; 1-3 years supervisory/leadership experience &bull; Strong attention to detail and organizational skills &bull; Proficiency in Microsoft Office products including Outlook, Excel and Word &bull; Ability to navigate through multiple web browsers, windows and systems &bull; Strong decision-making skills &bull; Previous supervisory experience with the ability to monitor, mentor and grow team skillsets PREFERRED REQUIREMENTS: &bull; Experience in multiple systems including E1 or RMS SUPERVISORY RESPONSIBILITIES: up to 30 direct reports PHYSICAL DEMANDS/WORK ENVIRONMENT: Office environment / no specific or unusual physical or environmental demands. CORE ATTRIBUTES: Communicate Transparently Lead the Team Impact and Influence Deliver Results Coach and Develop At La-Z-Boy, we are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. We understand that our employees&rsquo; diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to Build Something Amazing. OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.