Customer Care Red Alert Supervisor

Rooms To Go • Lebanon, TN

5d

About The Position

This is a working supervisor position responsible for providing leadership and direction to the Red Alert team. The Red Alert department ensures that customers receiving a redelivery or exchange get the correct, damage-free product. The supervisor works alongside the team and ensures exchanges are checked and verified for customers.

The supervisor works closely with Returns and Quality Assurance to identify process improvements, including issues that may originate with vendors, and to handle issues as they arise. The role also includes other tasks as required by management. The supervisor hires staff as needed, manages agents’ time, provides real-time feedback, knowledge, and appreciation, conducts reviews, and takes disciplinary action when necessary. A pleasant and professional attitude must be maintained at all times.

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.
• Applicants must be authorized to work in the United States.

Responsibilities

• Provide leadership and direction to the Red Alert team while working alongside the team.
• Ensure customer exchanges are checked and verified and that redeliveries or exchanges involve the correct, damage-free product.
• Work closely with Returns and Quality Assurance to identify process improvements, including vendor-related improvements, and address issues.
• Use Excel for statistics and bonus reports, including tracking Red Alert workflow.
• Communicate 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.
• Maintain a pleasant and professional attitude.

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