Rockler Companies, Inc.
  • Call Center
  • Medina, MN, USA
  • Full Time

The Customer Care Center Supervisor directly supervises call center associates and processes.  With an effort to maximize customer service and sales, the Customer Care Center Supervisor will monitor processes and associates, promptly acting on situations as needed.  This position will report to the Customer Care Center Manager.

Major Areas of Accountability:

Provide outstanding customer service in all customer interactions; actively demonstrating customer service standards so as to provide mentorship and training to other associates.

Demonstrate outstanding add on sales skills during all customer interactions so as to serve as a mentor and leader for Customer Care Center staff. Actively work to develop a sales culture to improve sales performance of the department.

Monitor all associates making sure standards are being met and assigned tasks are being performed.

Handle escalated situations in an effort to satisfy our customers

Assist Customer Care Center Manager with planning for proper staffing levels. Monitor department phone reports to help make staffing level decisions.

Schedule proper staffing levels to handle volume of incoming calls. Arrange for associates to go home early if call volume warrant.

Recognize exceptional individual and department performance and counsel when individual performance needs improvement.

Communicate needed information on a regular basis to Customer Care Center staff.

Interview, test and make hiring decisions as needed.

Work with all staff to ensure department meets or exceeds financial and service goals.

Regularly generate/analyze Customer Care Center reporting to identify any improvements that may be required

Will serve as the primary backup to the Customer Care Center Manager, fulfilling duties as needed

May perform other duties or special projects as assigned.            

Attendance is an essential function of this position and we rely on all our employees to be at work during their scheduled shift.

Requirements for Position:

  • High school education or equivalent. Additional post secondary business/management courses desired.
  • Excellent customer service skills. 2- 4 years of customer service experience preferred.
  • Strong Microsoft Office skill desirable
  • Excellent key-boarding skills.
  • Prior lead or supervisory experience desirable
  • Ability to remain calm and courteous to internal and external customers in times of stress.
  • Excellent communication skills.
Rockler Companies, Inc.
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