Customer Care Manager

Job Description

At La-Z-Boy Southeast, we believe in passionately creating customers for life, one exceptional experience at a time.

We are seeking a hands-on Customer Care Manager who enjoys developing employees, improving processes, solving problems, and delivering an exceptional customer experience.

Benefits:

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• Medical, Dental, Vision, & Life insurance – Protect yourself and your family with valuable coverage and peace of mind.
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• Supplemental Insurance options available – Customize your benefits to fit your lifestyle.
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• Matching 401(k) contributions – Build your financial future faster with company contributions to your retirement savings.
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• Paid time off – Take the time you need to rest, recharge, and enjoy life’s important moments.
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• Profit Sharing Program – Share in the success of the company and be rewarded for helping drive results.
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• Employee discount – Enjoy savings for you (and your family!) on products you’ll be proud to own.
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• Employee Assistance Program – Access resources and support for personal and financial goals.
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• Parental leave – Spend valuable time with your growing family when it matters most.
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• Referral bonus program – Earn extra income by helping great people join our team.
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Annual Salary: $70,000.00, with potential to earn $76,000.00 with monthly bonuses

Typical schedule: Monday-Friday, 8:00-5:00

Primary Responsibilities:

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• Promote a culture of accountability, teamwork, continuous improvement, and exceptional customer care.
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• Lead, coach, and develop a team of 8–10 frontline and escalation agents.
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• Direct the daily operations of the call center and vendor processing within the Regional Distribution Center in Rock Hill, SC.
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• Create and implement employee development plans to improve performance and job execution.
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• Partner with department managers to identify operational strategies, training needs, and process improvements, in order to positively affect cooperation between departments.
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• Conduct regular team meetings and one-on-one meetings to review performance, goals, and progress.
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• Serve as a liaison with vendor partners and respond to inquiries from external consumer protection agencies.
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• Monitor team performance and identify opportunities to improve quality, efficiency, and customer satisfaction.
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• Prepare reports and present key performance metrics to senior leadership.
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• Perform other duties as assigned, in order to grow the customer care team.
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Qualifications & Preferred Skills:

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• High school diploma required. Associate’s degree or higher, preferred.
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• Previous customer service, call center, supervisory, or management experience preferred.
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• Strong leadership, coaching, and employee development skills.
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• Ability to effectively handle challenging, sensitive, or ambiguous situations.
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• Ability to provide clear direction and hold employees accountable.
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• Proficiency with Microsoft Office, including Outlook, Excel, and PowerPoint .
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• Ability to learn and navigate multiple web-based customer service and business management and reporting applications.
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• Comfortable working with reports, metrics, and performance data.
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Physical Requirements:

·      Must be able to see well enough to read printed materials and computer screens.

·      Must be able to hear well enough to communicate with clients via telephone.

·      Must be able to hear well enough to communicate with other employees.

·      Must be able to move around office.

·      Must be able to type and use technical sources.

About La-Z-Boy Southeast:

The most respected and recognized brand name in the furniture industry is La-Z-Boy. La-Z-Boy Southeast is a family-owned company founded in 1976. We independently own and operate eight La-Z-Boy locations in Georgia, North Carolina, and South Carolina. Learn more about our culture here:

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa. We are a drug-free workplace.