Supervisor, Retention and Recovery

4 weeks ago

Naperville, United States Crate & Barrel Full time

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, Retention and Recovery

A day in the life as a Supervisor, Retention and Recovery

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 consistentlyOversees the organization and delegation of Customer Support Cases. Temporarily assumes, assigns, or re-assigns responsibilities as necessary.Fosters a team environment in which new knowledge and ideas drive growth, engagement, and continuous improvement of associatesCreate a culture of accountability and ownership. To encourage professional growth, provide feedback, coaching, and development to direct reports and document disciplinary and/or performance problems according to company policy. Partner with the Retention and Recovery manager and HR partners as needed.Partner with the workforce team as needed to ensure the schedule reflects the business needWork closely with the management team to provide feedback and identify opportunities to improve customer service levels and operational process efficiencies.Operates with a high level of confidentialityComplete Manager on Duty shifts as assignedBuild and maintain trust and open and honest communication between internal and external customers.Manages service solutions and/or compensation to customers based on guidelines to achieve the goal of first-contact resolution.Develop and maintain effective, collaborative relationships with associatesFacilitate gathering actionable feedback from the team to share with partners to drive positive customer experiences.Partner with support teams and management to onboard, facilitate training, and knowledge shareAdhere to all Customer Care GuidelinesPerform other duties as assigned

What you’ll bring to the table…

Ability to manage, coach and develop associatesExcellent problem solving skills and can-do attitudeProven experience in customer retention, feedback management, and escalations handling.Analytical mindset with the ability to use data to drive decisions.A proactive approach to customer satisfaction and problem-solving.Familiarity with customer relationship management (CRM) systems is a plus.Excellent reading and written language skills (English), good math skillsExcellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environmentExcellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of peopleExcellent data entry, typing and computer skillsThorough 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 required3+ years of Customer Service experience. Retail, Customer Service or hospitality industries, preferred1+ year of prior people management experience required1+ year of Customer Service Center Team Lead or equivalent customer service experience

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