Customer Care Red Alert Supervisor

Rooms To Go Corporate (Our Company) • Brookshire, TX

6d

About The Position

The Customer Care Red Alert Supervisor is a working supervisor who provides leadership and direction to the Red Alert team and works alongside team members. The Red Alert department ensures customers receiving redeliveries or exchanges get the correct, damage-free product. The supervisor ensures exchanges are checked and verified, and works with Returns and Quality Assurance to identify vendor-related process improvements and address issues.

The role also requires familiarity with Excel for statistics and bonus reports, including tracking Red Alert workflow. The supervisor works across Quality Assurance, Customer Care, delivery companies, and Distribution. They hire staff as needed, manage agents’ time, provide real-time feedback, knowledge, and appreciation, and conduct reviews and disciplinary actions when necessary. A flexible approach, better-than-average attendance, and a pleasant, professional attitude are expected. Other tasks may be assigned by Management.

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 and bonus reports, including workflow tracking.
• Excellent written and verbal communication skills.
• Flexibility and better-than-average attendance.
• Maintain a pleasant and professional attitude.

Responsibilities

• Provide leadership and direction to the Red Alert team while working alongside team members.
• Ensure customers receiving redeliveries or exchanges receive the correct, damage-free product.
• Ensure all exchanges are checked and verified for customers.
• Work closely with Returns and Quality Assurance to identify process improvements, including vendor-related improvements, and handle issues that arise.
• Use Excel for statistics and bonus reports, including tracking Red Alert workflow.
• Work across Quality Assurance, Customer Care, delivery companies, and Distribution.
• Hire staff as needed and manage agents’ time.
• Provide agents with real-time feedback, knowledge, and appreciation.
• Conduct 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