Customer Care Manager

Ashley • Fredericksburg, VA

8d • $50,000 - $65,000 • Onsite

About The Position

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences.

Requirements

• Strong understanding of call center operations and workflow management
• Knowledge of how call center functions impact overall business performance
• Leadership & Supervision: Ability to lead, motivate, and coach a team in a positive and professional manner
• Skilled in providing real-time operational guidance and support
• Customer Service & Conflict Resolution: Strong customer service background with the ability to professionally manage escalated customer concerns
• Effective negotiation and de-escalation skills while maintaining company standards and customer satisfaction
• Communication: Excellent verbal and written communication skills
• Ability to research issues, validate concerns, and communicate findings and recommendations clearly to leadership
• Time Management & Organization: Ability to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environment
• Strong attention to detail and ability to adapt quickly to changing business needs
• Continuous Improvement: Ability to identify operational or personnel trends that require review and collaborate with management on action plans and process improvements
• Technology Skills: Basic knowledge of, or ability to learn: Microsoft Office Suite and Microsoft 365 SharePoint, Outlook, and Teams
• RingCentral and RingCX
• Paycom, iConnect, and Storis
• Authority & Decision-Making: Act on behalf of the Call Center Manager during manager absences for customer-related concerns
• Provide immediate operational coaching and guidance to staff
• Deliver verbal warnings in coordination with the Call Center Manager
• Adjust call center schedules as needed to maintain adequate coverage

Nice To Haves

• Furniture industry knowledge and repair terminology preferred

Responsibilities

• Provide real-time coaching, mentorship, and support to Level 1 and Level 2 representatives
• Monitor call center activity, including agent availability, hold times, escalations, and scheduling
• Ensure adequate phone coverage by managing breaks, lunches, and schedule adjustments
• Handle Level 3 customer escalations using established de-escalation procedures
• Conduct team huddles, refresher training, and product training sessions
• Accurately perform all operational functions within the call center
• Complete required reports and operational documentation
• Communicate personnel, workflow, morale, or process concerns to the Call Center Manager
• Participate in leadership meetings, quality assurance reviews, and process improvement initiatives
• Provide immediate coaching and corrective feedback when necessary
• Mentor Level 2 team members in preparation for future leadership opportunities
• Remain available to support staff throughout operating hours
• Perform additional duties as assigned

Benefits

• Competitive salary: $50,000–$65,000
• Weekly pay
• Paid Time Off
• Comprehensive medical, dental, and vision insurance
• 401(k) with 4% company match
• Life insurance, short-term and long-term disability, and hospital indemnity coverage
• Employee furniture discounts
• Extensive training and professional development opportunities
• Career advancement opportunities within a growing company

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level