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

The Call Center Supervisor directly supervises call center associates and processes.  With an effort to maximize customer service and sales, the Call Center Supervisor will monitor processes and associates, promptly acting on situations as needed.  This position will report to the Call 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 Call Center Actively work to develop a sales culture to improve sales performance of the department.
  • Monitor and mentor 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 Call 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 Call Center
  • 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 Call Center reporting to identify any improvements that may be required
  • Will serve as the primary backup to the Call Center Manager, fulfilling duties as needed

May perform other duties or special projects as assigned.

Requirements for Position:

  • 2 year post-secondary degree strongly preferred.
  • Excellent customer service skills. 2 4 years of customer service experience preferred.
  • Solid background in coaching, training and mentoring Call Center/Customer Service staff
  • Strong Microsoft Office skills.
  • 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.
  • Outstanding verbal & written communication skills.


Rockler Companies, Inc.
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