Customer Care Manager: Lead a High-Impact Frontline Team

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

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.