Customer Service Supervisor (Wappingers Falls)

Compensation

: $28,110.00 - $43,750.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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About Us

UncommonGoods offers remarkable designs by independent makers, and we do it with a positive impact on people and our planet. Learn more about our, certification,program, and cool you might be working with. Check out more about all thewe do at!

About the Role

As the Customer Service Supervisor , youll help us ensure that our customer service team is continually providing the highest level of service to our customers. Youll have 2-3 direct year-round reports, and youll be responsible for monitoring, coaching, developing, and motivating this team. Our business is highly seasonal and well onboard 200+ seasonal team members between September and November. Youll help us prepare for and manage our seasonal hiring process, ensuring that we are identifying and selecting the most qualified candidates. Youll help us manage resources to help us achieve our customer-facing metric targets, and youll attend both team meetings and cross-departmental meetings to update the teams on our performance. In this leadership position, most of your time will be spent helping manage and direct the teams activities on the floor each day.

Responsibilities:

  • Be an advocate for our customers and be an empathetic problem-solver in all customer interactions
  • Monitor workflow queues and ensure an appropriate allocation of resources within the team to complete work on time and efficiently
  • Actively contribute to building and supporting the contact center culture
  • Create, maintain, and display a high-quality work environment so that team members are motivated to perform at their highest level
  • Provide appropriate support, mentoring, and guidance to agents
  • Address both positive and negative performance issues in a timely and impactful manner, driving accountability for results and immediate improvement towards results
  • Prepare and administer semi-annual reviews of direct reports
  • Manage employee issues regarding attendance, performance, and conduct. Deliver appropriate corrective action as needed
  • Screen, interview, test, and hire seasonal team members
  • Assist with onboarding new agents into the contact center
  • Ensure that contact center operations function smoothly (agents logged, missed calls addressed, any system issues escalated etc.)
  • Constructively handle or supervise the handling of any customer escalations and complaints
  • Provide daily direction and communication to employees so that all communication channels are answered in a timely, efficient, and knowledgeable manner
  • Spend several hours each shift on the day-to-day management of the department
  • MinimumQualifications:

  • 3+ years of leadership and coaching experience
  • Prior experience hiring and training team members
  • Excellent communication and listening skills
  • Your written communication must be flawless
  • Strong organizational and time management skills
  • Record of professional behavior and ability to handle confidential information
  • Responsive and flexible, open to change in processes and ability to take and provide clear direction
  • Proficiency with Excel
  • This is not strictly a desk job. You must be able to circulate throughout the room for up to 8 hours a day
  • Flexibility is needed as schedules may vary from week to week. We are open 24-hours a day from Thanksgiving until Christmas Eve and we are open every day of the year
  • You must be available to work weekend shifts. Candidates with open availability are strongly preferred
  • Preferred Qualifications:

  • Bachelors degree
  • 2+ years of contact center or other customer service experience
  • Desire to move upwards in the company by taking on additional responsibilities and new roles over time
  • Benefits & Company Perks:

  • Robust benefits package, including generous PTO, 401(k) with company match, and paid family leave
    Stock options
    Casual work atmosphere
    40% discount on the products we sell
    Monthly company snacks, lunches, and team events
  • When applying please include:

  • Resume
  • Cover letter detailing:
  • Your experience with interviewing, hiring, coaching, and training
  • How you ensure high levels of service on a team

  • Associated topics: client service, courtesy clerk, customer service representative, deliver, retail cashier, retail customer service, retail sales associate, sales, store associate, venta * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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