1+ months

Supervisor, Customer Service Contact Center

Houston, TX 77002
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Customer Service Supervisor will be responsible for a team of customer service specialists and all related administrative activities for Blinds.com, the world\u0027s largest online window covering company. This position is responsible for ensuring performance quality, positive customer experiences, employee satisfaction, and driving customer service results to achieve department expectations. \u003Cbr /\u003E As a supervisor, you will lead by example and live our core values. You will motivate all employees to strive for continual improvement, and reward employees for delivering spectacular customer service experiences, as well as quality, best solution, and single contact resolutions, which are vital to our success. This position is responsible for leading the team to achieve company targets, which means that employee support and motivation must be a core strength, along with the ability to identify and address sub optimum results. This role requires that an individual also be an expert at coaching employees, product knowledge, and the customer service processes.\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 30% - Build and maintain customer loyalty by ensuring the team provides the right solution to GCC and THD customers \u003Cbr /\u003E 20% - Collaborate with HR and leadership on performance management activities as needed, including hiring, administering disciplinary actions, performance improvement plans and separations \u003Cbr /\u003E 20% - Partner with Performance Specialists to develop team skills \u003Cbr /\u003E 15% - Provide coaching, mentoring, assistance, and advice to team members \u003Cbr /\u003E 10% - Listen to calls and provide feedback to performance specialists, provide in the moment feedback as necessary \u003Cbr /\u003E 5% - Stay abreast of customer service industry trends and best practices\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to Sr Manager, Customer Service. \u003Cbr /\u003E This position has 15 direct reports.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 5% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E4 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E Demonstrate strong leadership abilities \u003Cbr /\u003E Excellent Commu\u003C/div\u003E


Posted: 2021-08-03 Expires: 2021-12-23

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Supervisor, Customer Service Contact Center

Home Depot
Houston, TX 77002

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