Supervisor, Customer Care

Crate & Barrel

  • Naperville, IL
  • Permanent
  • Full-time
  • 7 days ago
We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Supervisor, Customer Care.The Supervisor, Customer Care provides guidance and leadership with support and solutions for escalated and complex customer service situations through customer interaction channels such as phone, chat, email, etc. They manage the daily support of associates, customers and operational needs for assigned team and also hire, coach and develop associates to achieve performance goals.
  • This position is fully remote
  • This role is a People leader position
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
  • Oversee the organization and delegation of Customer Support Cases. Assumes, assigns or re-assigns responsibilities temporarily, as necessary
  • Foster 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.
  • Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies
  • Develop associates selling skills including driving Crate and Barrel Credit Card (CBCC), upselling items, and item recommendations
  • Manage service solutions and/or compensation to customers based on guidelines in order to achieve the goal of first contact resolution
What you’ll bring to the table…
  • Ability to manage, coach and develop associates
  • Strong problem solving skills and can-do attitude
  • Excellent reading and written language skills (English), good math skills
  • Strong 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
  • 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
#li-remote Minimum Starting Rate: $23.00 HourlyUp to: $25.87 HourlyPay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.

Crate & Barrel