Customer Care Supervisor

Job Summary

The Customer Care Supervisor is responsible for supervising team members on delivering superior customer care to internal and external customers.

Specific Job Duties

Leadership

• Accomplish organization goals by accepting ownership for completion of new and different requests; exploring opportunities to add value to job accomplishments.
• Make recommendations to management concerning staff and improvement of procedures.
• Isolate and identify areas for improvement; participate in the development of team policies and procedures; implement quality improvement measures for the team.
• Work with management on customer care initiatives.
• Communicate with management to resolve problems and expedite workload.
• Keep current with emerging web technologies and trends through relevant blogs and events.
• Work with senior leadership on initiatives and improvements.
• Update job knowledge by participating in educational opportunities; reading professional publications.
• Additional duties as required
  
  

Personnel Management

• Performance management, hiring, training and termination of the employees within the department, in cooperation with Human Resources.
• Serve as a resource to staff by answering questions, assisting with problems, and providing training as necessary.
• Supervise and coordinate activities of staff engaged in customer care activities.
• Manage daily activities and evaluate staff performance, including monitoring prioritization of work; review employee activities for completeness, accuracy, and effectiveness.
• Interpret and communicate work procedures and company policies to staff, monitoring conformity.
• Ensure that staff listens to and responds to customer care needs appropriately and with a sense of urgency, while ensuring they also maintain appropriate tone of voice and professionalism.
• Verify that employees handle in a professional and confidential manner all communication, correspondence, and issue resolution.
• Provides staff with coaching and leadership, using techniques such as call coaching, one-on-ones, team meetings, and observation.
• Review and check work of staff for accuracy and content, and provide coaching on correcting behavior and preventing future errors.
• Maintain enhanced customer care by organizing and evaluating systems and procedures.
• Monitor staff knowledge of pricing and promotions, and their ability to explain these to the customer.
• Make necessary adjustment in staffing based on day of week, sales promotions, other anticipated events, and phone data.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Monitor call center results to identify and act on trends related to customer care and staff statistics, to ensure attainment of performance targets; report on trends to Customer Care Manager or Director of Customer Care, offering suggestions for corrective action.
• Provide communication and follow up to ensure staff is fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Maintain harmony amongst workers and resolve grievances
  
  

Customer Focus

• Resolve complaints, major incidents and issues that cannot be resolved by staff, regarding services and procedures.
• Handle customer escalations, making every effort to placate the customer while still adhering to company standards.
• Work cooperatively with key team members, clients, and vendors.
• Track and report on team metrics.
• Keep abreast of new company products and services, and ensure team is trained accordingly.
• Supervise product exchanges and returns process.
• Recommend corrective responses to address customer complaints.
  
  

Company Focus

• Supervise system update expectations, ensuring timely completion and minimizing revisions, reprioritizing without direction, when appropriate.
• Work with Sales & Marketing to create mutually beneficial customer solutions.
• Provide necessary support for Sales program development.
• Create, implement, and restructure solutions to improve Customer Care efficiency to meet customer sales objectives.
• Educate Sales on policies and guidelines.
• Track and report on team metrics.
• Develop integrated analyses, projections and summarized reports that provide understanding into trends and developments and present findings to Customer Care Manager or Director of Customer Care.
• Periodically may require, either in an office, warehouse, or off-site environment:
• Reaching, pushing, pulling, lifting, or carrying of product or materials; possibly moving pallets via pallet jack between locations
• Bending, stooping, or walking of product back and forth between different locations
• Packing or unpacking of boxes
• Setup and tear down at events
• 30 pounds maximum; anything more than 30 pounds must be moved/lifted with another team member
• Ad-hoc research and analysis, as needed.
• Other duties as required.
  

LOCATION

Position based out of the Huntington Beach headquarters location. Remote or hybrid options may be available.

TRAVEL

Occasional travel may be required.

Qualifications

SKILLS / QUALIFICATIONS

• Highly Proficient in Microsoft office
• Excellent analytical and problem-solving skills. Accuracy, attention to detail and organization are critical.
• Must have oral, written and presentation skills and ability to work effectively with all levels of the organization.
• Must thrive in a fast paced, dynamic environment.
• Must be a self-starter and able to work independently with minimal supervision.
  
  

COMPETENCIES

Excellence, Presentation Skills, Decision Making, Problem Solving, Customer Focus, Communication Proficiency, Quality Management, Product Knowledge, Problem Solving, Delegation, Fostering Teamwork, Technical Capacity, Leadership.

Required Education

• Bachelor's Degree
• 2-3 years of customer service experience servicing both retailers and consumers.
  
  

Preferred Education

• Bachelor's Degree
• 3-5 years of customer service experience servicing both retailers and consumers.
• Golf product knowledge