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
  • POSITION QUALIFICATIONS

    Education:
  • 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.
    Find similar jobs: on Job Search

    All Jobs in Richmond, VA

    • Technology Specialist (DIT) - Desktop Support Technician

      City of Richmond, VA Richmond, VA

      View Job
    • Licensed Veterinary Technician - Emergency - Overnight Shifts

      BluePearl Veterinary Partners Richmond, VA

      View Job
    • Licensed Veterinary Technician - Emergency - Relief

      BluePearl Veterinary Partners Richmond, VA

      View Job
    • Ultrasound Technologist

      Henrico Doctors' Hospital Richmond, VA

      View Job
    • Licensed Veterinary Technician - Emergency - Mid Shifts

      BluePearl Veterinary Partners Richmond, VA

      View Job
    • Bilingual Patient Access Representative

      CrossOver Healthcare Ministry Richmond, VA

      View Job
    • Youth Programs Team Member

      acac Fitness & Wellness Midlothian, VA

      View Job
    • Licensed Veterinary Technician-Emergency

      BluePearl Veterinary Partners Richmond, VA

      View Job
    • Specimen Processor/Data Entry/Production Work

      LabCorp Richmond, VA

      View Job
    • Part Time Medical Front Desk Coordinator

      ENT Richmond, VA

      View Job
    • Route Delivery - Vending

      Quick Snack Richmond, VA

      View Job

    Featured Articles

    Learn Sharepoint Online – Learn from the Experts

    03 October 2016

    SharePoint is a server designed for achieving new levels of performance, implementing features, protecting information, empowering users to meet their business demands, better risk management with safe and secure capabilities. It helps in lowering costs and increasing productivity. It was launche

    read more..

    IT Training And Job Placement For Opt Students

    25 September 2015

    The international students who are on OPT apply for the jobs in the IT background because it is the most flourishing field in the present times. Free IT Training and Job Placement for Opt s

    read more..

    Last Minute Tips For H1B Visa Applicants

    17 September 2015

    All the H1B visa applicants are scared of the H1-B cap gap because it limits the total number of H1B visa to be approved. Not all the petition filers get the positive reply; some may have to the visa rejection while others have to wait for another turn during the year. The H1B visa applicants who a

    read more..

    SAP BASIS Online Training By Professionals

    25 April 2016

    SAP BASIS (Business Application Software Integrated Solution) is a middleware programs set. The responsibilities of SAP BASIS includes printing/spooling configuration and administration, creating and restoring data back-ups, managing the database space allocation, to create role using different meth

    read more..

    Thanks For Your Feedback

    Attach A Resume First