Customer Care Supervisor

Supervisor, Customer Care

Provides leadership, direction, coaching and engages associates to consistently provide exceptional customer service to meet or exceed company goals and customer service metrics.

Responsibilities

• Leads a team that provides customer service to manage inquiries or assistance required concerning merchandise, system support, or sales orders, and problems.
• Manages escalated calls from customers as well as provides in-call assistance needed for associates in the center.
• Supervises, provides coaching, and engages Customer Care Center (CCC) associates to continuously provide exceptional customer service to meet or exceed company survey goals
• Coordinates and administers programs designed to develop associates' skills and abilities to create a customer first environment
• Supports the implementation of new procedures and/or operational changes to support the Customer Care vision and strategy
• Tracks, reviews, & responds to customer complaints, and escalates issues in a manner that drives customer retention and loyalty

Qualifications

• 2+ years supervisory leadership experience (retail or call center preferred)
• 2+ years customer service and retail experience required
• Exhibits high standards and accountability; takes pride in accuracy
• Results-oriented and self-motivated with a strong sense of urgency
• Able to independently organize and prioritize broad workload to meet deadlines
• Strong customer service, written and verbal communication and organizational skills
• High School degree or equivalent business experience; Bachelor's degree preferred
• Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows
• Requires access to reliable, high-speed internet connection and a quiet working area away from distractions
• Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning

What You Get

Enjoy a rewarding career at Catalyst, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic brands.

• Benefits: Medical/dental/vision insurance starting on day one, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and a generous associate merchandise discount.
• Growth and Development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement.
• Collaborative Culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.

Pay Range

USD $57,000.00 - USD $95,000.00 /Yr.