Customer Care Manager

La-Z-Boy Southeast; Rock Hill (SC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Insurance package

401(k) matching

Paid time off

Profit sharing

Employee discount

Employee assistance program

Parental leave

Referral bonus

Job summary

La-Z-Boy Southeast is seeking a hands-on Customer Care Manager in Rock Hill, SC to develop staff, optimize processes, and deliver outstanding customer experiences. You will coach 8–10 frontline and escalation agents and manage daily call center and vendor operations at the Regional Distribution Center.

Ideal candidates have strong leadership, experience in customer service or call centers, and proficiency with MS Office and data reporting.

Qualifications

• High school diploma required; associate degree or higher preferred.
• Experience in customer service, call center, supervisory, or management preferred.
• Strong leadership, coaching, and employee development skills.
• Ability to handle challenging, sensitive, or ambiguous situations.
• Ability to provide clear direction and hold employees accountable.
• Proficiency with Microsoft Office, including Outlook, Excel, and PowerPoint.
• Comfortable working with reports, metrics, and performance data.

Responsibilities

• Promote a culture of accountability, teamwork, continuous improvement, and exceptional customer care.
• Lead, coach, and develop a team of 8–10 frontline and escalation agents.
• Direct the daily operations of the call center and vendor processing within the Regional Distribution Center in Rock Hill, SC.
• Create and implement employee development plans to improve performance and job execution.
• Partner with department managers to identify operational strategies, training needs, and process improvements, in order to positively affect cooperation between departments.
• Conduct regular team meetings and one-on-one meetings to review performance, goals, and progress.
• Serve as a liaison with vendor partners and respond to inquiries from external consumer protection agencies.
• Monitor team performance and identify opportunities to improve quality, efficiency, and customer satisfaction.
• Prepare reports and present key performance metrics to senior leadership.
• Perform other duties as assigned, in order to grow the customer care team.

Skills

Leadership

Coaching

Employee development

Problem solving

Customer service

Communication

MS Office

Education

Associate’s degree or higher

Tools

Microsoft Office

Outlook

Excel

PowerPoint

Job description

At La-Z-Boy Southeast, we believe in passionately creating customers for life, one exceptional experience at a time.

We are seeking a hands-on Customer Care Manager who enjoys developing employees, improving processes, solving problems, and delivering an exceptional customer experience.

• Medical, Dental, Vision, & Life insurance – Protect yourself and your family with valuable coverage and peace of mind.
• Supplemental Insurance options available – Customize your benefits to fit your lifestyle.
• Matching 401(k) contributions – Build your financial future faster with company contributions to your retirement savings.
• Paid time off – Take the time you need to rest, recharge, and enjoy life’s important moments.
• Profit Sharing Program – Share in the success of the company and be rewarded for helping drive results.
• Employee discount – Enjoy savings for you (and your family!) on products you’ll be proud to own.
• Employee Assistance Program – Access resources and support for personal and financial goals.
• Parental leave – Spend valuable time with your growing family when it matters most.
• Referral bonus program – Earn extra income by helping great people join our team.

Primary Responsibilities:

• Promote a culture of accountability, teamwork, continuous improvement, and exceptional customer care.
• Lead, coach, and develop a team of 8–10 frontline and escalation agents.
• Direct the daily operations of the call center and vendor processing within the Regional Distribution Center in Rock Hill, SC.
• Create and implement employee development plans to improve performance and job execution.
• Partner with department managers to identify operational strategies, training needs, and process improvements, in order to positively affect cooperation between departments.
• Conduct regular team meetings and one-on-one meetings to review performance, goals, and progress.
• Serve as a liaison with vendor partners and respond to inquiries from external consumer protection agencies.
• Monitor team performance and identify opportunities to improve quality, efficiency, and customer satisfaction.
• Prepare reports and present key performance metrics to senior leadership.
• Perform other duties as assigned, in order to grow the customer care team.

Qualifications & Preferred Skills:

• High school diploma required. Associate’s degree or higher, preferred.
• Previous customer service, call center, supervisory, or management experience preferred.
• Strong leadership, coaching, and employee development skills.
• Ability to effectively handle challenging, sensitive, or ambiguous situations.
• Ability to provide clear direction and hold employees accountable.
• Proficiency with Microsoft Office, including Outlook, Excel, and PowerPoint.
• Ability to learn and navigate multiple web-based customer service and business management and reporting applications.
• Comfortable working with reports, metrics, and performance data.

Physical Requirements:

• Must be able to see well enough to read printed materials and computer screens.
• Must be able to hear well enough to communicate with clients via telephone.
• Must be able to hear well enough to communicate with other employees.
• Must be able to move around office.
• Must be able to type and use technical sources.

About La-Z-Boy Southeast:

The most respected and recognized brand name in the furniture industry is La-Z-Boy. La-Z-Boy Southeast is a family-owned company founded in 1976. We independently own and operate eight La-Z-Boy locations in Georgia, North Carolina, and South Carolina. Learn more about our culture here: https://youtu.be/g7gJ5xayyH0

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa. We are a drug-free workplace.