Supervisor, Customer Care - Residential

Job Description:

The Retail Customer Service Supervisor is responsible for overseeing and coordinating the day-to-day customer service operations within a retail setting. This role focuses on leading a team of customer service representatives, ensuring a smooth and positive shopping experience for customers, and handling escalated inquiries or issues.

Location:  Primary responsibilities between Boise and Nampa, with travel in Idaho and Fargo, ND.

Key Responsibilities:

Team Management and Support:

• Supervise and lead a team of retail customer service representatives, providing guidance, training, and support as needed.
• Schedule and organize the team's tasks to ensure adequate coverage and efficient operations during peak times.

Customer Service Operations:

• Monitor the customer service desk/area, ensuring it is organized and well-maintained for a positive customer experience.
• Assist in resolving customer inquiries, complaints, or escalations, ensuring prompt and satisfactory resolution.

Training and Development:

• Train new hires on customer service protocols, product knowledge, and company policies to ensure consistency in service standards.
• Conduct regular training sessions to update staff on new products, services, or procedures.

Performance Tracking and Reporting:

• Track and report on key customer service metrics, such as response times, resolution rates, and customer feedback.
• Provide regular reports to management on team performance and areas for improvement.

Process Improvement:

• Collaborate with the management team to identify opportunities for process improvement in customer service operations.
• Implement strategies to streamline workflows, enhance efficiency, and improve the overall customer experience.

Customer Relationship Management:

• Foster a positive and welcoming atmosphere for customers, addressing their needs and ensuring a high level of satisfaction.
• Collect and analyze customer feedback to identify trends and suggest improvements in service delivery.

Qualifications and Skills:

• High school diploma or equivalent (Bachelor's degree preferred).
• Minimum of two (2) years of previous experience in a retail/customer service supervisory role.
• Strong leadership and communication skills with the ability to motivate and support a team.
• Proficiency in handling customer inquiries, complaints, and conflict resolution.
• Knowledge of retail operations, customer service principles, and basic computer skills.
• Ability to multitask, prioritize, and work efficiently in a fast-paced retail environment.

The Retail Customer Service Supervisor is integral to maintaining a high standard of customer service within the retail establishment. This position requires strong leadership, excellent communication skills, and a commitment to ensuring a positive customer experience while effectively managing a team of customer service representatives.

Benefits 

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:  

• Medical, dental, and vision plans – start when you start!  
• Life insurance (self, spouse, children) 
• Paid time off (vacation, holiday, and personal/sick days)  
• 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation) 
• Group Legal plan with Identity Theft Protection 

We’re an Award-Winning Organization! 

Our Commitment 

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.  

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. 
 

Pre-hire Processes 

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.