Customer Care Red Alert Supervisor

Rooms To Go; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Rooms To Go in Nashville seeks an RA Supervisor to lead the Red Alert team, ensuring correct, damage-free product delivery for redeliveries and exchanges. You will work with returns and QA to identify improvements, hire staff, manage agents, and provide real-time feedback for performance and discipline.

Strong leadership and Excel-based reporting are essential to monitor workflow, with a focus on cross-functional collaboration across operations, customer care, and delivery teams.

Qualifications

• At least 2 years of relevant experience in the call center, order control, DC operations or a showroom.

Responsibilities

• Provide leadership and direction to the Red Alert team.
• Ensure that customers receiving redelivery or exchanges get the correct and damage-free product.
• Work closely with returns and Quality Assurance to identify improvements with vendors and issue handling.
• Hire staff as needed, manage agents’ time, provide feedback, and recognize good performance.
• Perform reviews and disciplinary actions when necessary and maintain a professional attitude.

Skills

Leadership

Communication

Staff management

Tools

Excel

Job description

At least 2 years of relevant experience in the call center, order control, DC operations or at a showroom.

• At least 2 years of relevant experience in the call center, order control, DC operations or at a showroom.

Qualifications

• At least 2 years of relevant experience in the call center, order control, DC operations or at a showroom.

Description

• Responsible for providing leadership and direction to the Red Alert team.
• The Red Alert(RA) department is responsible for ensuring that customers getting a redelivery or exchange get the correct and damage free product delivered to them.
• The RA Supervisor will ensure that all exchanges get checked and verified for the customer.
• They are also required to work closely with returns and Quality Assurance to help identify things that can help the process from vendors as well as handling issues that might come up.
• As well as any other task as required by Management.
• Must be familiar with Excel for stats and bonus reports including tracking workflow for red alerts.
• Excellent written and verbal communications are a must in this position as you will work across all areas of operation including quality assurance, customer care, delivery companies and distribution.
• Must be flexible which requires better than average attendance.
• Will be required to hire staff as needed, manage agents time, provide feedback, knowledge and appreciation to agents in real time.
• The supervisor will also perform reviews and disciplinary actions when necessary and maintain a pleasant and professional attitude at all time.

Reports To

Rob Steele

Salary

To be determined based on experience.

About Rooms To Go

Founded in 1991, Rooms To Go set out to change the way people shop for furniture. More than 30 years later and now America's #1 independent furniture retailer, that mission remains the same: make it easy to create a beautiful home by offering stylish, designer-curated rooms of furniture at an exceptional value through a simplified and customer-friendly shopping experience. Rooms To Go operates more than 250 stores across ten states, supported by eight state-of-the-art distribution centers and a growing e-commerce business. With the nation's largest furniture inventory and industry-leading delivery speed, financing options, and product availability, we continue to set the pace for innovation and value.

Driving this success is a team that thrives in a growth-oriented culture. We offer a collaborative, supportive work environment with opportunities to learn, grow, and build a career with a stable and industry-leading company.

Whether you're looking to launch your career or take the next step, it's a great time to join our team-there's always room for you to grow with us!

Rooms To Go Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts including furniture
• Company paid life and disability insurance
• Paid time off
• Employee Assistance Program
• Wellness Programs
• And more!

Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

Applicants must be authorized to work in the U.S.