22 days old

Supervisor Customer Care

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E - The Supervisor Customer Care is responsible for a team of Resolution Expeditors who handle various divisions/subsidiaries of THD. Each associate is responsible for, including financial considerations (consessions) and for managing concessions in a fiscally responsible manner. The Supervisor manages the associates working directly with customers who call into Customer Care. These associates manage the resolution process and concession dollars for complaints/issues with multiple dependencies or of an escalated nature. These are issues that do not necessarily follow a pre-determined resolution matrix and cannot be handled without extensive research and significant communication along with conflict resolution skills. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E:Daily - 25% 20% 15% 10% \u003Cbr /\u003E 60% Supervises associates to ensure issue resolutions are processed in a timely and accurate manner \u003Cbr /\u003E 10% Provides coaching to team and resolves issues/needs \u003Cbr /\u003E 10% Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures \u003Cbr /\u003E 10% Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively \u003Cbr /\u003E 10% Assist Customer Care Manager by identifying work procedures, prepare work schedules and expedite workflow\u003Cbr /\u003E NATURE AND SCOPE\u003Cbr /\u003E Reports to the Manager of Customer Care.\u003Cbr /\u003E Accountable for direct supervision of the work activities of others. \u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS -\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS:\u003Cbr /\u003E \u003C/strong\u003EMust be at least 18 years\u0026nbsp;old\u003Cbr /\u003E Must be eligible to work in the United States\u003Cbr /\u003E \u0026nbsp;\u003Cstrong\u003E\u003Cbr /\u003E EDUCATION REQUIRED\u003C/strong\u003E -\u0026nbsp;The knowledge, skills and\u0026nbsp;abilities typically acquired through the completion of a high school diploma and/or GED\u003Cbr /\u003E\u0026nbsp;\u003Cstrong\u003E\u003Cbr /\u003E YEARS OF RELEVANT WORK EXPERIENCE -\u003C/strong\u003E 02\u0026nbsp;\u003Cbr /\u003E\u0026nbsp;\u003Cstrong\u003E\u003Cbr /\u003E\u003C/strong\u003E\u003Cstrong\u003EPHYSICAL JOB REQUIREMENTS:\u003Cbr /\u003E \u003C/strong\u003EMost of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).\u0026nbsp;\u003Cbr /\u003E \u0026nbsp;\u003Cbr /\u003E \u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E\u003Cbr /\u003E 2 years of experience in Call Centers \u003Cbr /\u003E 1 year of experience supervising teams \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:\u003C/strong\u003E\u003Cbr /\u003E Excellent customer service skills \u003Cbr /\u003E Negotiating skills \u003Cbr /\u003E Conflict management skills\u003Cbr /\u003E Experience working in collaborative cross functional team\u003Cbr /\u003E Attention to detail, good follow-up skills \u003Cbr /\u003E Supervisory/management skills\u003C/div\u003E

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Posted: 2020-11-09 Expires: 2020-12-09

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Supervisor Customer Care

Home Depot
Atlanta, GA 30303

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