Customer Care Supervisor

Bassett Furniture Industries Incorporated Bassett , VA 24055

Posted 6 days ago

Customer Care Supervisor

Job Summary

The Customer Care Supervisor is responsible leading and coaching a team of Customer Care Agents at the Bassett Service Center located in Bassett, Virginia. This role requires remarkable communication and leaderships skills along with empathy, quick thinking, and strong persuasion skills. In customer care, it is imperative that you are able to think on your feet and provide quick, effective solutions.

Reports To:

Customer Experience Manager

Essential Functions

Daily review of service dashboards to ensure:

Services are accurate, and warranted

Accommodations (refund/ return/ exchange/ part order etc) are accurate and warranted

Accurate case classifications in SalesForce platform

Monitor costs associated with service resolutions

Monitor calls for quality assurance purposes

Suggest and coordinate implementation of process changes based on opportunities for improvement (OFI's)

Ability to coach/ train agents in proper call handling procedures including but not limited to:

Discovery questions to determine concerns

Proper resource utilization across all systems and sites

Proper empathy and creative problem solving

Urgency to resolution

Plan regular shift meetings to improve knowledge amongst the team

Keep a productive, and FUN environment for a team of agents

Identify trends and compile data for product, handling, production and other areas for presentation to key stakeholders in our sales and operations chain for OFI's

Customer Call escalations as necessary

Willingness to work a schedule that helps support our retail organization and end consumer needs

Required Experience/Abilities/Skills

Associate's degree or equivalent customer service experience

At least 3 years' experience in a retail or customer service related management

Commitment to our companies Vision and Values at all times

Ability to:

Answer multi-line phone system

Ability to perform work of all subordinates when necessary

Display strong customer orientation

Exhibits Time Management: the ability to organize and manage multiple priorities

Provide excellent interpersonal and communication skills

Work as a team with an enthusiastic attitude

Assist objectively with problems involving various customer service situations

Efficient in Microsoft Word and Excel

Learn and operate the Storis/JD Edwards/Salesforce systems

Lift and or move up to 25 pounds

Walk, stand, sit, use hands and fingers, handle or feel objects, use and/or control tools, reach with hands and arms, climb stairs, balance, stop, kneel, crouch or crawl, talk and hear, and see up close, in color, depth and distance vision, as well as the ability to adjust focus.

Bassett Furniture Industries is an equal opportunity and affirmative action employer and does not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, veterans status or other protected category. Bassett is dedicated to ensuring that qualified applicants are employed and that employees are treated consistently during employment, without regard to their race, color, religion, sex, national origin, disability, age, veterans status or other protected category.

EEO/AA-M/F/V/D

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Customer Care Supervisor

Bassett Furniture Industries Incorporated