Supervisor Customer Care- Remote

Nordstrom Customer Care Supervisor The ideal Nordstrom Customer CARE Supervisor is responsible for remotely supporting, leading, and mentoring a Team of Customer CARE Specialists who interact with Nordstrom and Nordstrom Rack Customers via multiple remote channels, including inbound and outbound phone calls, chats, emails, and social media. The Supervisor is the key contributor in developing and enhancing the Specialists' skills through remote interactions, including monthly one-on-ones, Team Meetings, Quarterly Connects, and daily hands-on support. The Supervisor is responsible for the day-to-day activities within the Customer CARE contact center, ensuring that Customers are receiving world-class service, while policies and procedures are being upheld. They are active in supporting and coaching their Team to meet and exceed key metrics, service levels and goals. The ability to work flexible schedules, including nights, weekends, and holidays is a requirement for this role. A day in the life Mentor and support an efficient and effective Team of Customer CARE Specialists to meet the needs of the Customer as well as business objectives Support Team by being available to answer questions and coach in a remote environment Lead, motivate, and support direct reports by conducting regular touch bases, monthly one on ones, team meetings and quarterly connects Identify behavioral coaching opportunities and support paths to improvement Set goals for Specialists' career growth and development Coach Team to behaviors that ensure contact center KPIs are consistently being achieved Review contacts and CSAT surveys to identify strengths and areas of opportunities for your Team. Plan coaching sessions and recurrent training as needed. Create a remote culture of teamwork and comradery Maintain employee documentations and files Be a change agent and find creative and efficient solutions to Customer challenges; assume a high level of ownership for customer satisfaction while handling escalations accordingly Proactively provide feedback, input, and recommendations to assist with the growth and development of the Customer CARE Team Participate in the recruiting, interviewing, and onboarding of new employees Meet all assigned expectations and deadlines Other duties and projects as assigned You own this if you have 3+ years leadership experience in a service-oriented environment Effective leadership skills in the remote/work at home environment Strong behavioral coaching skills Understanding of customer service KPIs, metrics and reporting Ability to manage competing priorities in a fast-paced environment Strong time management, organizational, follow-through, public speaking, and presentation skills Active listening skills with strong written and verbal communication skills Proficient knowledge of Microsoft Office Suite and current contact center and retail technologies Ability to work flexible schedules, including nights, weekends, and holidays Nordstrom is able to offer remote employment of this position in all US States except AR, MS, MT, ND, SD, VT, WV and WY. We've got you covered Our employees are our most important asset and that's reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including: Medical/Vision, Dental, Retirement and Paid Time Away Life Insurance and Disability Merchandise Discount and EAP Resources The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. There may be additional duties, responsibilities and qualifications for this job. About Us We're a fast-moving fashion company that started as a shoe store in 1901. This heritage of service is the foundation we're building on as we provide convenience and true connection for our customers. We empower our people to be innovative, creative and focused on providing the best service to our customers. Through it all, we remain committed to leaving the world better than we found it. Whether you're a genius engineer, a phenomenal salesperson or a supply chain pro, we invite you to bring your unique talents and join our team. We reward great work, promote from within and celebrate diversity. Washington Staffing