Call Center Supervisor - Richmond, Virginia (VA)

Lumber Liquidators – Richmond, VA

Lumber LiquidatorsA GREAT place to work!
With more than 400 locations, Lumber Liquidators is North Americas largest specialty retailer of hardwood flooring. Our associates drive our success through a commitment to providing customers with the highest quality product at the lowest prices. Lumber Liquidators offers excellent career growth opportunities. Other benefits include a low premium medical plan, paid holidays and time off, a 401(k) plan with an employer match that is immediately vested, and a casual work environment.

Job Summary: This role supervises the process for taking customer calls, and handling Customer Relationship Management (CRM) System to track and log processes and concerns for customers, stores and corporate systems users. The Supervisor reviews all reports, monitors CC statistics, coordinates scheduling to ensure proper coverage and the best customer care is provided at all times. The Customer Care Supervisor is responsible for supervising the Assistant Supervisor and a team of flooring and customer care specialists who focus on answering customer questions and concerns or providing technical and installation guidance to customers, stores and internal customers.

Job Title: Supervisor, Customer Care
Department: Customer Care
Reports To: Senior Supervisor, Customer Care
Job Status: Exempt
General Work Schedule: This position routinely works Monday through Friday. May work beyond a standard fulltime schedule and may involve some evening or weekend work based on business needs.
Number of People Supervised: 10- 20 Direct

Primary Functions:

  • Provides coaching, training and feedback, including annual performance reviews for Assistant Customer Care Supervisor, Customer Care Specialists, Senior Flooring Technical & Installation Specialist, the Flooring Technical and Installation Specialists.
  • Recommends, develops and implements policies, procedures and best practices for department responsibilities.
  • Identifies and communicates specific trends to Contact Center Manager.
  • Identifies and recommends areas of opportunities for process improvement.
  • Evaluates staffing needs; recommend hiring and termination of individuals in accordance with company policy.
  • Handles/resolves escalated issues from both customer and associates.
  • Initiates associate corrective action and performance improvement discussions as necessary
  • Reviews payroll schedules created by the Workforce & Contact Center Support Coordinator to ensure proper coverage and control of overtime.
  • Tracks performance of time sensitive inquiries and monitor progress of customer issues using CRM.
  • Must thoroughly understand our product lines and potential product failures in order to provide sound resolution and escalating product issues according to procedures.
  • Researches, documents and forwards information to LLI legal counsel of any potential legal issues.
  • Answers customer calls and provides timely, accurate resolution to questions and issues.
  • Balances customer satisfaction while monitoring financial impact of claims/settlement expense on budget.
  • Knowledge, Skills & Abilities

  • Ability to organize and conduct team meetings and attend meetings with other departments and outside vendors
  • Ability to add, subtract multiply and divide in all units of measure, using whole numbers, common fractions, and decimals using a calculator, ability to calculate square footage and linear feet measurements.
  • Ability to compute rate, ratio, and percent using a calculator.
  • Proactively assist others. Step in and help when and as needed
  • Execute special projects and perform other duties as assigned.
  • Ability to solve problems and apply creative and timely solutions.
  • Attendance and reliability is extremely important in this position

  • Bachelors Degree preferred. Associates degree or equivalent from two-year college or technical school; or one year related experience or training or equivalent combination of education and experience.
  • Related Experience, Qualifications and/or Certifications:
  • Five years of related experience or training; or equivalent combination of education and experience in customer service industry
  • 2+ years of service in a LL Customer Care role with a successful track record of attendance and performance, or equivalent experience in a similar role or function outside of Lumber Liquidators.
  • Bilingual skills a plus.
  • Computer Skills / Special Equipment Knowledge:
  • Internet savvy
  • Proficiency with utilizing MS Office (Outlook, Word, Excel, Power Point, Publisher)
  • Experience with database management.
  • This job posting is no longer available on OPTnation.
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