Supervisor, Customer Service

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. Provide timely, informed assistance, deliver effective solutions and an create an engaging experience to internal and external customers

A day in the life as a Supervisor, Customer Care...

• 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

• Oversees the organization and delegation of Customer Support Cases. Assumes, assigns or re-assigns responsibilities temporarily, as necessary

• Fosters 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.

• Partner with workforce as needed to ensure schedule reflects the business need

• Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies

• Operates with a high level of confidentiality

• Complete Manager on Duty shifts as assigned

• Develop associates selling skills including driving Crate and Barrel Credit Card (CBCC), upselling items, and item recommendations

• Build and maintain trust and open and honest communication between internal and external customers

• Manages service solutions and/or compensation to customers based on guidelines in order to achieve the goal of first contact resolution

• Develop and maintain effective, collaborative relationships with associates

• Partner with support teams and management to onboard, facilitate training, knowledge share

• Adhere to all Customer Care Guidelines

• Perform other duties, as assigned

What you'll bring to the table...

• Ability to manage, coach and develop associates

• Excellent problem solving skills and can-do attitude

• Excellent reading and written language skills (English), good math skills

• Excellent 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

• Excellent data entry, typing and computer skills

• Thorough working knowledge of email, internet browsers, and Google platform

We'd love to hear from you if you have...

• High School Diploma or GED is required

• 3+ years of Customer Service experience. Retail, Customer Service or hospitality industries, preferred

• 1+ year of prior people management experience required

• 1+ year of Customer Service Center Team Lead or equivalent customer service experience

Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as "the Company". The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.