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UncommonGoods Customer Service Supervisor in Brooklyn, New York

Customer Service Supervisorat UncommonGoods(View all jobs)

140 58th Street, Brooklyn, NY 11220

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 products, B Corp certification, Better To Giveprogram, and cool team members you might be working with. Check out more about all the Good Stuffwe do at UncommonGoods!

About the Role

As theCustomer Service Supervisor, you’ll help us ensure that our customer service team is continually providing the highest level of service to our customers. You’ll have 2-3 direct year-round reports, and you’ll be responsible for monitoring, coaching, developing, and motivating this team. Our business is highly seasonal and we’ll onboard 200+ seasonal team members between September and November. You’ll help us prepare for and manage our seasonal hiring process, ensuring that we are identifying and selecting the most qualified candidates. You’ll help us manage resources to help us achieve our customer-facing metric targets, and you’ll 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 team’s 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

Minimum Qualifications:

  • 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:

  • Bachelor’s 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, company snacks, lunches and team events

  • 40% discount on our products

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

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