Customer Care Red Alert Supervisor

Rooms To Go • Brookshire, TX

5d

About The Position

This is a working supervisor position, requiring the supervisor to work alongside the team and provide leadership and direction to the Red Alert team. The department ensures customers receiving a redelivery or exchange get the correct, damage-free product. The supervisor ensures exchanges are checked and verified and works closely with Returns and Quality Assurance to identify process improvements involving vendors and address issues that arise. The role may also include other tasks assigned by management.

The supervisor uses Excel for statistics and bonus reports, including tracking Red Alert workflow. The role works across Quality Assurance, Customer Care, delivery companies, and Distribution, so excellent written and verbal communication skills are essential. The supervisor hires staff as needed, manages agents’ time, provides real-time feedback, knowledge, and appreciation, and conducts reviews and disciplinary actions when necessary. Flexibility, better-than-average attendance, and a consistently pleasant, professional attitude are expected.

Requirements

• At least 2 years of relevant experience in a call center, order control, distribution center operations, or a showroom.
• Familiarity with Excel for statistics, bonus reports, and workflow tracking.
• Excellent written and verbal communication skills.
• Flexibility and better-than-average attendance.
• Ability to maintain a pleasant and professional attitude.

Responsibilities

• Work alongside the Red Alert team while providing leadership and direction.
• Ensure customers receiving redeliveries or exchanges get the correct, damage-free product.
• Ensure exchanges are checked and verified for customers.
• Work closely with Returns and Quality Assurance to identify process improvements involving vendors and address issues.
• Use Excel to prepare statistics and bonus reports and track Red Alert workflow.
• Communicate and coordinate across Quality Assurance, Customer Care, delivery companies, and Distribution.
• Hire staff as needed.
• Manage agents’ time and provide agents with real-time feedback, knowledge, and appreciation.
• Conduct performance reviews and disciplinary actions when necessary.
• Perform other tasks as required by management.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts, including furniture
• Company-paid life and disability insurance
• Paid time off
• Employee Assistance Program
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed