Supervisor, Customer Care - Residential

Cable ONE • Boise, ID

121d

About The Position

The Retail Customer Service Supervisor is responsible for overseeing and coordinating the day-to-day customer service operations within a retail setting. This role focuses on leading a team of customer service representatives, ensuring a smooth and positive shopping experience for customers, and handling escalated inquiries or issues. The position requires strong leadership, excellent communication skills, and a commitment to ensuring a positive customer experience while effectively managing a team of customer service representatives.

Requirements

• High school diploma or equivalent (Bachelor's degree preferred).
• Minimum of two (2) years of previous experience in a retail/customer service supervisory role.
• Strong leadership and communication skills with the ability to motivate and support a team.
• Proficiency in handling customer inquiries, complaints, and conflict resolution.
• Knowledge of retail operations, customer service principles, and basic computer skills.
• Ability to multitask, prioritize, and work efficiently in a fast-paced retail environment.

Responsibilities

• Supervise and lead a team of retail customer service representatives, providing guidance, training, and support as needed.
• Schedule and organize the team's tasks to ensure adequate coverage and efficient operations during peak times.
• Monitor the customer service desk/area, ensuring it is organized and well-maintained for a positive customer experience.
• Assist in resolving customer inquiries, complaints, or escalations, ensuring prompt and satisfactory resolution.
• Train new hires on customer service protocols, product knowledge, and company policies to ensure consistency in service standards.
• Conduct regular training sessions to update staff on new products, services, or procedures.
• Track and report on key customer service metrics, such as response times, resolution rates, and customer feedback.
• Provide regular reports to management on team performance and areas for improvement.
• Collaborate with the management team to identify opportunities for process improvement in customer service operations.
• Implement strategies to streamline workflows, enhance efficiency, and improve the overall customer experience.
• Foster a positive and welcoming atmosphere for customers, addressing their needs and ensuring a high level of satisfaction.
• Collect and analyze customer feedback to identify trends and suggest improvements in service delivery.

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED