Customer Care Red Alert Supervisor
About The Position
This is a working supervisor position where you will work alongside your team. You will be responsible for providing leadership and direction to the Red Alert team. The Red Alert (RA) department ensures customers receiving a redelivery or exchange get the correct and damage-free product. The RA Supervisor will ensure all exchanges are checked and verified for the customer. You will also work closely with returns and Quality Assurance to identify process improvements from vendors and handle any issues that may arise. This role also includes other tasks as required by Management. Familiarity with Excel is required for stats and bonus reports, including tracking workflow for red alerts. Excellent written and verbal communication skills are essential as you will collaborate across all operational areas, including quality assurance, customer care, delivery companies, and distribution. Flexibility is key, requiring better-than-average attendance. You will be responsible for hiring staff as needed, managing agents' time, providing real-time feedback, knowledge, and appreciation to agents. The supervisor will also conduct reviews and disciplinary actions when necessary, maintaining a pleasant and professional attitude at all times.
Requirements
- At least 2 years of relevant experience in the call center, order control, DC operations or at a showroom.
- Must be able to work along side your team.
- Must be familiar with Excel for stats and bonus reports including tracking workflow for red alerts.
- Excellent written and verbal communications are a must.
- Must be flexible which requires better than average attendance.
- Applicants must be authorized to work in the U.S.
Responsibilities
- Providing leadership and direction to the Red Alert team.
- Ensuring customers receiving a redelivery or exchange get the correct and damage-free product.
- Ensuring all exchanges are checked and verified for the customer.
- Working closely with returns and Quality Assurance to identify process improvements and handle issues.
- Performing other tasks as required by Management.
- Tracking workflow for red alerts using Excel.
- Hiring staff as needed.
- Managing agents' time.
- Providing real-time feedback, knowledge, and appreciation to agents.
- Performing reviews and disciplinary actions when necessary.
- Maintaining a pleasant and professional attitude at all times.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
