Job Description

The Customer Service Supervisor is responsible for the administration and efficient daily operation of the CS US team, including customer service excellence in accordance with Vuori’s objectives.

In addition, the Customer Service Supervisor will communicate Vuori’s values, strategies, and objectives, while monitoring and appraising job results.

This position nurtures culture and engagement while improving the overall experience of our customers.

Responsibilities include but are not limited to :

• The Customer Service Supervisor will work to ensure that customers feel supported. You will hire and train new customer service staff members, brainstorm ways to streamline the customer service process and host meetings with their team to update them on new processes and procedures.
• Will manage between US agents
• Must be a goal-oriented individual who wants to elevate the customer experience and knowledge.
• The Customer Service Supervisor will engage coach and develop their front-line team members while delivering an exceptional customer experience.
• Must thrive in a fast-paced dynamic environment.
• The Customer Service Supervisor must create an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors.
• Establishes and promotes effective relationships with team members that foster compassion, authenticity, integrity, respect, and dignity.
• Must be able to make decisions and work independently.
• The focus will be to lead the Customer Service Happiness Team in their daily duties through scheduling, continued training & development, and daily organization of the team.

They will be focused on ensuring the team is equipped with the pertinent information of the day, along with the foundational knowledge of how to be an exceptional Customer Service Agent.

• They will use their knowledge of the Customer Service Team’s productivity and quality to prepare yearly reviews for the Customer Service Agents.
• Monitor team performance and report on metrics
• Provide guidance and leadership for staff to ensure all employees are achieving customer satisfaction through effective communication, problem solving, professional etiquette and efficient processes
• Perform quality checks on individual work performance, identify training needs and provide coaching
• Oversees engagement with customers and order status, ensuring timely follow-up as needed
• Consistently review trends for chat, email, and text volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies
• Ensure team members complete all daily tasks and tickets using current tools, processes, and technology

Qualifications

• Bachelor’s Degree or equivalent years of experience needed.
• 1 years of retail and customer service experience.
• Minimum 2 years of training support teams experience
• Strong interest in providing great Customer experiences.
• Organized and able to track the progress of themselves and others.
• Ability to unpack another’s emotions and respond accordingly.
• Leads by example and can get into the details with agents.
• Exceptional interpersonal, written, and oral communication
• Desire to motivate and lead a team with a focus on quality feedback.
• Strong organizational skills
• Ability to prioritize tasks.
• Ability to work independently.
• Ability to work as part of a team.
• Excellent multitasking skills
• Strong problem-solving skills
• Ability to work under pressure and meet deadlines.
• Ability to work in a fast-paced environment.
• Bonus points for experience with Kustomer, Shopify, FullCircle, or Warehouse Operating System
• Spanish speaking is a plus

Additional Information

Pay range : $28.85 / hr - $31.25 / hr

Benefits :

• Health Insurance
• Paid Time Off
• Employee Discount
• 401(k)

All your information will be kept confidential according to EEO guidelines.

Last updated : 2024-04-03