Customer Care Supervisor
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.
Customer Experience Manager
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
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
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.
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Bassett Furniture Industries Incorporated