Customer Care Manager

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:

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

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:

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

Qualifications & Preferred Skills:

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

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.