Customer Care Team Lead — Elevate Service Excellence

Renewal by Andersen; Portland (OR); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Healthcare benefits

401(k) with company match

Paid time off & holidays

Job summary

Renewal by Andersen is seeking a Customer Care Supervisor to lead a 10-15 person team in an in-office setting, focusing on accountability and delivering a best-in-class customer experience. You will coach staff, manage performance and partner with the Customer Care Manager on policy decisions.

The role requires 2-5+ years in customer service with leadership, strong communication skills, and experience with Salesforce and MS Office.

Qualifications

• 2-5+ years in customer service or support with leadership experience.
• Strong customer lifecycle understanding and balance of customer experience with business goals.
• Excellent written and verbal communication with de-escalation skills.
• Problem solving and sound judgment in time-sensitive settings.

Responsibilities

• Lead daily operations of 10-15 Customer Care Coordinators and coach them in partnership with the Customer Care Manager.
• Monitor KPIs, perform QA evaluations and call monitoring, maintain documentation, address trends.
• Serve as primary contact for complex or high-impact customer concerns, including returns investigations.
• Assist with hiring, onboarding and training; identify training needs with the manager.
• Collaborate with Accounting, Production, Sales and other departments to resolve issues.
• Promote morale, accountability, retention and a positive team culture.
• Continuously improve processes and occasionally conduct job site training.

Skills

Customer service leadership

Team coaching

Conflict resolution

KPI monitoring

Cross-functional collaboration

Tools

Salesforce

Microsoft Office

Job description

Renewal by Andersen is seeking a Customer Care Supervisor to lead a 10-15 person team in an in-office setting, focusing on accountability and delivering a best-in-class customer experience. You will coach staff, manage performance and partner with the Customer Care Manager on policy decisions.

The role requires 2-5+ years in customer service with leadership, strong communication skills, and experience with Salesforce and MS Office.