Customer Service Supervisor

<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>

Newton, Mississippi

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: basic function,performance,teamwork,customer care,communication,solutions,compensation,support,talent acquisition,degree,experience,communication



Overview: Responsible for the performance of up to 30 Customer Service Representatives handling incoming inquiries and non-phone specialty tasks. Drive change by identifying process improvement opportunities. Build a team committed to change and driving a culture focused on providing an "exceptional customer experience".
Responsibilities: <strong>KEY RESPONSIBILITIES:</strong><br />&bull; Monitors, develops, mentors, and manages a team of up to 30 Customer Service Representatives (CSR). This requires regular feedback sessions with CSRs communicating performance expectations and results, identifying development opportunities and working with coaches to provide ongoing support.<br />&bull; Works with CSRs to resolve escalated customer issues involving tact, discretion, persuasion and negotiation. Offers possible solutions including discounts, returned goods authorization and refunds requiring creative ideas.<br />&bull; Identifies, develops, and implements process improvement opportunities to increase operating efficiencies. Leads special project teams to bring measurable results.<br />&bull; Creates and develops data base tools to support employee feedback and process improvements.<br />&bull; Builds and maintains relationships with business partners. Participates in 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.<br />&bull; Instills high levels of employee motivation and satisfaction. Creates a culture of ownership and exceptional customer experience. Identifies fun activities to engage employees and drive performance improvements. Recognizes employees for performance improvement, exceeding goals and great accomplishments.<br />&bull; Develops and defines process documentation, performance expectations and reporting guidelines to ensure operational consistency.<br /><br /><strong>SCOPE &amp; IMPACT:</strong><br />Customer Service Supervisors use a variety of systems and measures to monitor agent performance, including Enterprise Resource Planning/Case Management, phone systems, Microsoft Outlook. They 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. Responsible for the performance of CSRs with up to 30 direct reports.
Requirements: &bull; Bachelor&rsquo;s Degree with 4-6 years of relevant experience in a Customer Service Center, or equivalent.<br />&bull; 1-3 years supervisory/leadership experience<br /><br /><strong>PREFERED REQUIREMENTS</strong>: None<br /><br /><strong>SUPERVISORY RESPONSIBILITIES</strong>: Responsible for directing other employees&rsquo; daily work activities and to undertake the following employment actions: hiring, termination, corrective action and performance reviews.<br /><br /><strong>PHYSICAL DEMANDS/WORK ENVIRONMENT:</strong><br />Office environment / no specific or unusual physical or environmental demands. Nearly continuously sit, hear, listen and talk. Often use repetitive hand motion and stand. Seldom walk, bend, stoop, climb stairs, kneel, squat, crouch, reach overhead, pull, push and lift up to 20 pounds.<br /><br /><br /><strong>CORE ATTRIBUTES:</strong><br />Communicate Transparently<br />Lead the Team<br />Impact and Influence<br />Deliver Results<br />Coach and Develop<br /><br /><strong>OTHER DUTIES:</strong>&nbsp;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.