Care Center Supervisor

Description

RESTORATION HARDWARE is one of the fastest growing and most innovative luxury brands in the home furnishings marketplace. We believe our brand stands alone and is redefining this highly fragmented and growing market. Restoration Hardware is positioned as a lifestyle brand and design authority, offering dominant assortments across a growing number of categories, including furniture, lighting, textiles, bathware, decor, outdoor and garden, as well as baby and child products.  Our business is fully integrated across our multiple channels of distribution, consisting of our stores, catalogs and websites, www.restorationhardware.com and www.rhbabyandchild.com.

In everything we do, our philosophy is simple: We want to surround ourselves with what we love. We want to inspire laughter as well as thought. This is more than our way of finding and selling products; it's a way of life we highly recommend.

At Restoration Hardware we believe deeply that the “right” people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined, and won’t take “no” for an answer.  We value team players, people who are more concerned with what’s right, rather than who’s right.

Position Description:

Restoration Hardware is looking for a Care Center Supervisor for our Customer Care Center location in Tracy, CA.

The perfect candidate will have an immediate connection to our Core Values (People, Service, Quality and Innovation).  This candidate will be extremely flexible and enjoy a “startup” mentality and environment that changes day to day and will “assume positive intentions” at all times.  Candidates who are personable, open to learning, collaborate well with others and have a positive attitude, and are more apt to saying “yes” or “we’ll try” (rather than “no or “that’s impossible”) will be at the top of our list.

Responsible for the daily one-on-one supervision and management of all Customer Service Advocates on assigned team, typically a minimum of 15 direct reports. The primary function of this position is to ensure the service delivered to our customers is of the highest quality, through the management of operational activity of the team. Provide superior customer relations and expediency when dealing with an escalated customer issue with the intent of providing the highest customer satisfaction and retention of our customers.

Primary Responsibilities

• Work with the Care Center management team to monitor effectiveness of service policies and practices.
• Address/resolve all escalated customer communications from CSR and assist with those directed to the Home Office via emails, letters, and telephone calls.
• Escalate all issues pertaining to center operations or customer issues to appropriate management.
• Provide advanced level service knowledge and coaching for CSR’s and Team Leads.
• Support ongoing training / continuing education of CSR’s and Team Leads.
• Act as or assign appropriate mentor for newly trained employees.
• Using appropriate forums disseminate information to CSR’s, and CSC leadership team.
• Work with HR and Customer Service Manger to recruit, identify, and screen applicants for Customer Service Advocates positions.
• Work with HR and Care Center Manager to identify opportunities for CSR’s and team Leads within the company for growth and development, and implement those opportunities
• Initiate and perform regular performance development coaching for CSR’s and Team Leads
• Work with IT and Care Center Managers to identify opportunities for care center efficiency and inter-departmental partnership.
• Perform all Customer Service floor management functions.
• Answers front line calls from customers and escalated calls from agents or field during peak or critical times.
• Acts as on site supervisor as required. To include but not limited to, floor supervision, staffing, system troubleshooting, and escalation of areas of concerns to senior management as outlined.
• Keep up working knowledge of Call Management System for service level and schedule adherence.
• Maintain daily and weekly phone statistics for their individual team members.
• Manage daily phone coverage, schedule adherence, and attendance.
• Maintain and update daily team attendance tracking in required database to ensure adherence to corporate attendance policy.
• Ensure proper coaching, counseling and documentation occur as necessary
• Complete team reports as outlined by care center management
• Manage to Key Performance Indicators (KPI) as established by Care Center Management
• Troubleshoot operations problems, including implementing escalation and emergency plans
• Maintain positive professional relationships with key regional leadership contacts
• Flexible schedule. This position oversees an environment that is open 7 days a week up to 24 hours that will require weekend rotation and some evenings.

Skills Required

Job Related Competencies:

• Live and teach Our Core Values, Our Leadership Contract, and Leadership is a Choice.
• Skill in providing an exceptional customer experience
• Skill in verbal and written communication to analyze, interpret and address customer needs
• Knowledge of call center industry and best practices
• Friendly, upbeat personality that believes in providing excellent customer service.
• Ability to work with minimal guidance or supervision in a time critical environment
• Ability to be flexible and quickly adapt to changing business needs and processes
• Ability to motivate and mentor team, presenting new opportunities and challenges for additional development
• Skill in providing outstanding customer service through support of escalated customer issues
• Ability to defuse situations, get to the issue and solve the problem.
• Skill in time management and multitasking
• Skill in providing constructive feedback to others
• Proven success in motivation and leadership
• Demonstrated ability to coach and develop others to achieve desired results
• Ability to make quick, accurate and appropriate decisions
• Minimum 3 years customer service experience and a minimum 2 years leadership experience

Technical Expertise:

• Excellent knowledge of PC applications and order entry software

Restoration Hardware is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. 

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