Supervisor, Customer Care - Residential

Job Description:

The Retail Customer Service Supervisor is responsible for overseeing and coordinating the day-to-day customer service operations within a retail setting.

This role focuses on leading a team of customer service representatives, ensuring a smooth and positive shopping experience for customers, and handling escalated inquiries or issues.

Location: Primary responsibil ities between Boise and Nampa, with travel in Idaho and Fargo, ND .

Key Responsibilities:

Team Management and Support:


* Supervise and lead a team of retail customer service representatives, providing guidance, training, and support as needed.


* Schedule and organize the team's tasks to ensure adequate coverage and efficient operations during peak times.

Customer Service Operations:


* Monitor the customer service desk/area, ensuring it is organized and well-maintained for a positive customer experience.


* Assist in resolving customer inquiries, complaints, or escalations, ensuring prompt and satisfactory resolution.

Training and Development:


* Train new hires on customer service protocols, product knowledge, and company policies to ensure consistency in service standards.


* Conduct regular training sessions to update staff on new products, services, or procedures.

Performance Tracking and Reporting:


* Track and report on key customer service metrics, such as response times, resolution rates, and customer feedback.


* Provide regular reports to management on team performance and areas for improvement.

Process Improvement:


* Collaborate with the management team to identify opportunities for process improvement in customer service operations.


* Implement strategies to streamline workflows, enhance efficiency, and improve the overall customer experience.

Customer Relationship Management:


* Foster a positive and welcoming atmosphere for customers, addressing their needs and ensuring a high level of satisfaction.


* Collect and analyze customer feedback to identify trends and suggest improvements in service delivery.

Qualifications and Skills:


* High school diploma or equivalent (Bachelor's degree preferred).


* Minimum of two (2) years of previous experience in a retail/customer service supervisory role.


* Strong leadership and communication skills with the ability to motivate and support a team.


* Proficiency in handling customer inquiries, complaints, and conflict resolution.


* Knowledge of retail operations, customer service principles, and basic computer skills.


* Ability to multitask, prioritize, and work efficiently in a fast-paced retail environment.

The Retail Customer Service Supervisor is integral to maintaining a high standard of customer service within the retail establishment.

This position requires strong leadership, excellent communication skills, and a commitment to ensuring a positive customer experience while effectively managing a team of customer service r...