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Furnitureland South, Inc · 1 day ago

Customer Service Supervisor

Jamestown, NC

Full-time

Onsite

Mid Level

3+ years exp

Furnitureland South, Inc is seeking a Customer Service Case Initiator Supervisor to lead a team responsible for handling customer inquiries and issues. The role involves overseeing case initiation, ensuring efficient resolution, and maintaining high customer satisfaction levels.

Consumer GoodsReal EstateRetail

Responsibilities

Lead, mentor, and manage a team of Customer Service Case Initiators

Provide ongoing coaching and training to ensure team members are equipped with the tools and knowledge to handle customer cases effectively and efficiently

Supervise the intake process to ensure that cases originating from customers, including delivery drivers, are routed to the appropriate path for expedited resolution

Ensure accurate and timely entry of case details into the customer service management system

Monitor and guide team members in communicating with customers via phone, email, and chat

Handle escalated cases that require higher-level problem-solving or special attention

Oversee the monitoring of case progress, ensuring timely follow-up and resolution

Ensure that team members are coordinating effectively with internal departments such as sales, delivery, and inventory

Provide support in analyzing complex cases and make decisions regarding the appropriate resolution paths

Ensure that team members are resolving issues with a customer-focused approach

Ensure all case documentation is complete, accurate, and up-to-date

Prepare and present regular reports on team performance, case trends, and customer feedback

Act as a role model for customer advocacy, ensuring team members address customer concerns promptly, empathetically, and professionally

Maintain a high level of customer satisfaction by ensuring issues are resolved efficiently

Establish performance metrics and KPIs for the team, track progress, and provide feedback

Conduct performance evaluations and identify areas for improvement

Qualification

Customer service softwareTeam managementProblem-solvingMicrosoft Office SuiteVerbal communicationWritten communicationOrganizational skillsTime managementDecision-making