Customer Care Manager: Lead Frontline Team, Elevate Service

La-Z-Boy Southeast; Rock Hill (SC); On-site; USD 70,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental Vision Life

401k 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 to develop employees, improve processes, and resolve issues to deliver an exceptional customer experience. The role leads 8–10 frontline and escalation agents and oversees daily call center and vendor operations at the Rock Hill distribution center.

Ideal candidates demonstrate strong leadership, experience in supervisory roles, and the ability to work with performance metrics and cross-functional teams.

Qualifications

• High school diploma required.
• Associate’s degree or higher preferred.
• Experience in customer service, call center, supervisory, or management roles is beneficial.
• Strong leadership, coaching, and employee development skills.
• 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 at the Rock Hill, SC distribution center.
• Create and implement employee development plans to improve performance.
• Partner with department managers to identify operational strategies and process improvements.

Skills

Leadership

Coaching

Employee development

Communication

Education

High school diploma

Associate degree or higher

Tools

Outlook

Excel

PowerPoint

Job description

La-Z-Boy Southeast is seeking a hands-on Customer Care Manager to develop employees, improve processes, and resolve issues to deliver an exceptional customer experience. The role leads 8–10 frontline and escalation agents and oversees daily call center and vendor operations at the Rock Hill distribution center.

Ideal candidates demonstrate strong leadership, experience in supervisory roles, and the ability to work with performance metrics and cross-functional teams.