Supervisor, Customer Care

Crate & Barrel • Naperville Park District, IL

124d • $23 - $25 • Remote

About The Position

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding. We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as a Supervisor, Customer Care.

Requirements

• High School Diploma or GED is required.
• 3+ years of Customer Service experience, preferably in Retail, Customer Service or hospitality industries.
• 1+ year of prior people management experience required.
• 1+ year of Customer Service Center Team Lead or equivalent customer service experience.

Nice To Haves

• Strong problem solving skills and can-do attitude.
• Excellent reading and written language skills (English), good math skills.
• Strong organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment.
• Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people.
• Thorough working knowledge of email, internet browsers, and Google platform.

Responsibilities

• Provide guidance and leadership with support and solutions for escalated and complex customer service situations through customer interaction channels such as phone, chat, email, etc.
• Manage the daily support of associates, customers and operational needs for assigned team.
• Hire, coach and develop associates to achieve performance goals.
• Lead direct reports to create a positive impact on customer experience and meet and/or exceed service level goals.
• Establish, communicate and manage critical metrics and expectations through quality monitoring, call metrics and assessments on a consistent basis.
• Oversee the organization and delegation of Customer Support Cases.
• Foster a team environment in which new knowledge and ideas drive growth, engagement and continuous improvement of associates.
• Create a culture of accountability and ownership.
• Provide feedback, coaching and development to direct reports, and document disciplinary and/or performance problems according to company policy.
• Take partnership with Customer Care manager and HR partners as needed.
• Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies.
• Develop associates selling skills including driving Crate and Barrel Credit Card (CBCC), upselling items, and item recommendations.
• Manage service solutions and/or compensation to customers based on guidelines in order to achieve the goal of first contact resolution.

Benefits

• Minimum Starting Rate: $23.00 Hourly
• Up to: $25.87 Hourly
• Eligibility for other compensation including bonuses, sales incentives, and long term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: High school or GED