Careers at Bob’s Discount Furniture

Customer Care Operations Supervisor in Taftville, CT at Bob's Discount Furniture

Date Posted: 10/20/2020

Job Snapshot

Job Description

The Customer Care Operations Team Supervisor provides direction to a team of Customer Care representatives. This individual is responsible for modeling and upholding expectations set by the company and department, relative to Customer Service and Loss Prevention, and guide individuals who respond to concerns relative to furniture purchases, deliveries and warranty claims.  The Customer Care Operations Team Supervisor ensures that his or her own work is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on the Company intranet.  This role reports to the Customer Care Manager.

Job Responsibilities

  • Responsible for the day to day supervision of a team of customer care representatives. Serves as a resource to their staff
  • Coaches team members to achieve continued growth and development, considering requirements for potential future advancement, through side by sides, walk-around and private discussion
  • Tracks progress in clerical and procedural performance
  • Effectively documents interaction with team members, maintaining their associate file accordingly
  • Writes and delivers performance evaluations, and progressive discipline documents
  • Maintains and displays a comprehensive knowledge of department and company practices and policies. Consistently ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained
  • Consistently collaborates with colleagues and Managers in assessing, developing and implementing department project plans and procedures
  • Effectively communicates and collaborates with other departments and store regions, supporting and cultivating alignment
  • Responsible for knowledge and expertise in utilizing technology and software used by the Company
  • Duties may include but are not limited to; training individual agents and/or assisting training classes as needed; conducting Quality Assurance monitoring and scoring, and delivering timely feedback
  • Performs other duties and participates in special projects as required

Required Qualifications

  • High School Diploma or equivalent
  • Proven customer service, and problem resolution skills
  • Excellent organizational and time management skills
  • Proven ability to multi-task and apply knowledge of various job responsibilities effectively
  • Displays an ability to lead through example
  • Ability to make sound decisions within and outside of established policies
  • Displays competency as a subject matter expert regarding company policy and processes
  • Ability to motivate others and maintain high level of confidentiality
  • Comprehensive knowledge of Microsoft Office and Excel
  • Strong information management, verbal and written communication skills

Preferred Qualifications

  • 6 months to 1 year experience in Bob's Discount Furniture Customer Care
  • 5+ years customer service experience

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.