Supervisor, Customer Solutions

1 month ago

Brentwood, United States Tractor Supply Company Full time
Overall Job Summary

This position is responsible for overseeing the day-to-day activities and production of the Customer Solutions Center (CSC) Team, which offers support and resolution for stores, in-store customers, and online customers. The Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for team members and customers. He/she coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Tractor Supply Company Brand. The Supervisor also works closely with the Director, Customer Solution Center to establish a feedback rich environment for individual team member growth and development. Essential Duties and Responsibilities (Min 5%)

Serve as the team’s manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assign tasks as appropriate; notify Director, Customer Solutions Center of issues/trends as appropriate. Ensure service levels are maintained, manage escalation procedures, and address calls requiring escalation or call back. Monitor and audit communications from team members to customers and stores ensuring productivity, process, and quality assurance; provide direction, correction, and counsel to team members as appropriate. Supervise Team Member adherence to work schedules according to budget, workload, and business objectives. Observe and evaluate team members’ performances and complete performance reviews and individual training, improvement, and development plans. Monitor and ensure queue watch procedures and triggers are followed by the team to ensure team and team member performance. Confirm that Team Members are completing training within set timeframe to maintain product/process knowledge and proper interaction handling in an effort to provide Legendary customer service. Participate with the CSC Director in the recruiting, interviewing, and hiring process. Required Qualifications

Experience:

Customer service/call center experience. Experience or familiarity with the “Out Here” Lifestyle of the Tractor Supply Customers. Experience with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (preferred) Store operations, retail, and customer service experience.


Education: High school diploma. College degree or equivalent in training or experience preferred. Any suitable combination of education and experience will be considered. Preferred knowledge, skills or abilities

Must possess basic computer skills and strong knowledge of Microsoft Office Suite. Must have the ability to work as a part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers. Must have call logging/ticketing experience (HEAT, Remedy, or similar). Working Conditions Normal office working conditions Must be able to work some nights and weekends Physical Requirements Sitting Standing (not walking) Lifting up to 10 pounds Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

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