Customer Care Red Alert Supervisor

Rooms To Go Corporate (Our Company) • Lebanon, TN

7d

About The Position

This is a working supervisor position responsible for providing leadership and direction to the Red Alert team. The department ensures that customers receiving a redelivery or exchange get the correct, damage-free product. The supervisor ensures exchanges are checked and verified for customers and works closely with Returns and Quality Assurance to identify process improvements with vendors and address issues that arise. The role also includes other tasks as required by Management.

The supervisor uses Excel for statistics and bonus reports, including tracking Red Alert workflow. Strong written and verbal communication is required to work across Quality Assurance, Customer Care, delivery companies, and Distribution. The role requires flexibility and better-than-average attendance. Duties include hiring staff as needed, managing agents’ time, providing real-time feedback, knowledge, and appreciation, conducting reviews, and taking disciplinary action when necessary, while maintaining a pleasant and professional attitude.

Requirements

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

Responsibilities

• Provide leadership and direction to the Red Alert team while working alongside the team.
• Ensure customers receiving a redelivery or exchange 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, including vendor-related improvements, and handle issues that arise.
• Complete other tasks as required by Management.
• Use Excel to prepare statistics and bonus reports and track 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 take disciplinary action when necessary.
• 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