Experienced Customer Support Supervisor – Home Improvement Retail Industry

Job Description:

About arenaflex

As a leading home improvement retailer, arenaflex is dedicated to providing exceptional customer experiences through our online and in-store channels. Our Customer Support team is the backbone of our business, and we're seeking a highly motivated and experienced Customer Support Supervisor to join our team. As a Customer Support Supervisor, you will be responsible for leading a team of customer support representatives, ensuring that our customers receive the highest level of service, and driving business results through effective leadership and coaching.

Job Summary

We're looking for a seasoned Customer Support Supervisor to lead our team of customer support representatives. As a Customer Support Supervisor, you will be responsible for: * Directly supervising a team of customer support representatives to ensure that they meet and exceed customer satisfaction and business performance targets * Coaching and developing team members to improve their skills and knowledge * Analyzing and resolving complex customer issues and escalating them to senior management as needed * Collaborating with other departments to drive business results and improve customer experiences * Maintaining accurate records and reports to track team performance and customer satisfaction

Key Responsibilities

As a Customer Support Supervisor, you will be responsible for the following key areas: * Action Oriented: Directly organize and supervise daily operations and activities of a customer support team to achieve key performance targets, including timely and accurate management of customer transactions, tracking team productivity and service levels, and ensuring the right team scheduling. * Drives Engagement: Support the building and growing of a high-performing team through education, training, and development, providing hands-on daily training to enhance and maintain team performance, and being directly responsible for performance control processes (evaluations, mentoring, corrective action, hiring) for direct reports. * Drives Results: Maintain records for individual direct reports, analyze branch results, troubleshoot operational issues, and complete team reviews as required, working with customer support managers to identify operational improvements, recognize opportunities for customer support performance, and interdepartmental partnership. * Manages Conflict: Identify and analyze escalated issues and provide guidance to direct reports for resolution, serving as a point of escalation for transactions requiring additional information or discretion to solve complex customer issues and ensure timely follow-up and customer satisfaction.

Requirements

To be successful as a Customer Support Supervisor, you will need: * Minimum Qualifications: + Must be 18 years of age or older + Must be legally authorized to work in the United States * Preferred Qualifications: + Working knowledge of Microsoft Office Suite + Working knowledge of Tableau + Working knowledge of presentation software (e.g., Microsoft PowerPoint) + Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract) + 1+ year of previous management experience * Minimum Education: + The information, skills, and abilities are usually received through the completion of a high school degree and/or GED * Preferred Education: + No additional education * Minimum Years of Work Experience: + 1+ year * Preferred Years of Work Experience: + No additional years of experience * Minimum Leadership Experience: + None * Preferred Leadership Experience: + None * Certifications: + None * Competencies: + Action Oriented + Collaborates + Drives Engagement + Communicates Effectively + Customer Focus + Drives Results

About arenaflex

arenaflex is a leading home improvement retailer that is dedicated to providing exceptional customer experiences through our online and in-store channels. We are committed to creating a positive and inclusive work environment that supports the growth and development of our employees.

Benefits

As a Customer Support Supervisor at arenaflex, you will enjoy a range of benefits, including: * Competitive salary * Comprehensive benefits package * Opportunities for career growth and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and experienced customer support professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job