Customer Care Manager

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences.What We OfferCompetitive salary: $50,000–$65,000Weekly payPaid Time OffComprehensive medical, dental, and vision insurance401(k) with 4% company matchLife insurance, short-term and long-term disability, and hospital indemnity coverageEmployee furniture discountsExtensive training and professional development opportunitiesCareer advancement opportunities within a growing companyPosition SummaryThe Customer Care Manager is responsible for providing day-to-day leadership, operational oversight, coaching, and support for Level 1 and Level 2 call center representatives. This role ensures proper phone coverage, adherence to company policies and procedures, and a high level of customer satisfaction through effective communication and problem resolution.Core Knowledge & QualificationsStrong understanding of call center operations and workflow managementKnowledge of how call center functions impact overall business performanceFurniture industry knowledge and repair terminology preferredAbility to build relationships and collaborate with leadership and cross-functional teamsStrong analytical, organizational, and communication skillsKey ResponsibilitiesProvide real-time coaching, mentorship, and support to Level 1 and Level 2 representativesMonitor call center activity, including agent availability, hold times, escalations, and schedulingEnsure adequate phone coverage by managing breaks, lunches, and schedule adjustmentsHandle Level 3 customer escalations using established de-escalation proceduresConduct team huddles, refresher training, and product training sessionsAccurately perform all operational functions within the call centerComplete required reports and operational documentationCommunicate personnel, workflow, morale, or process concerns to the Call Center ManagerParticipate in leadership meetings, quality assurance reviews, and process improvement initiativesProvide immediate coaching and corrective feedback when necessaryMentor Level 2 team members in preparation for future leadership opportunitiesRemain available to support staff throughout operating hoursPerform additional duties as assignedRequired Skills & CompetenciesLeadership & SupervisionAbility to lead, motivate, and coach a team in a positive and professional mannerSkilled in providing real-time operational guidance and supportLeads by example while fostering a collaborative and growth-oriented environmentCustomer Service & Conflict ResolutionStrong customer service background with the ability to professionally manage escalated customer concernsEffective negotiation and de-escalation skills while maintaining company standards and customer satisfactionCommunicationExcellent verbal and written communication skillsAbility to research issues, validate concerns, and communicate findings and recommendations clearly to leadershipTime Management & OrganizationAbility to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environmentStrong attention to detail and ability to adapt quickly to changing business needsContinuous ImprovementAbility to identify operational or personnel trends that require review and collaborate with management on action plans and process improvementsTechnology SkillsBasic knowledge of, or ability to learn:Microsoft Office Suite and Microsoft 365SharePoint, Outlook, and TeamsRingCentral and RingCXPaycom, iConnect, and StorisAuthority & Decision-MakingAct on behalf of the Call Center Manager during manager absences for customer-related concernsProvide immediate operational coaching and guidance to staffDeliver verbal warnings in coordination with the Call Center ManagerAdjust call center schedules as needed to maintain adequate coverageT&T Distribution and Ashley Furniture are committed to providing a safe, inclusive, and supportive workplace for all employees. We value professional growth and offer competitive compensation, strong benefits, and opportunities for advancement.If you are passionate about leadership, customer service, and team development, we encourage you to apply today. Please submit your resume and cover letter outlining your relevant experience and qualifications. #J-18808-Ljbffr