Crate and Barrel · 4 hours ago

Supervisor, Customer Care

Naperville, IL

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

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. Assumes, assigns or re-assigns responsibilities temporarily, as necessary

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, as well as, document disciplinary and/or performance problems according to company policy, to encourage professional growth. 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

Qualification

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People managementCustomer service experienceCoachingWritten language skillsGoogle platformCustomer Service Center experience