Customer Care Team Lead: Operations & Coaching

Very Good Security; Portland (OR); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

401(k) with company match

PTO & holidays

Collaborative culture

Job summary

Renewal by Andersen of Oregon is seeking a Customer Care Supervisor to lead a 10-15 person team in an in-office environment, coaching and developing staff while escalating complex issues to the Customer Care Manager.

You will partner with Accounting, Production and Sales to resolve customer matters, monitor KPIs, and drive a best-in-class customer experience across Oregon and SW Washington.

Qualifications

• Leadership experience in a fast-paced customer care environment.
• Strong customer-centric mindset with ability to balance service and business goals.
• Excellent written and verbal communication skills with de-escalation ability.
• Analytical thinker capable of identifying trends and implementing solutions.
• Organized and detail-oriented with ability to manage multiple priorities.

Responsibilities

• Oversee daily operations of 10–15 Customer Care Coordinators; provide coaching and performance feedback.
• Monitor KPIs, conduct QA evaluations and call monitoring; maintain documentation.

Skills

Leadership

Customer service

Communication

Conflict resolution

Critical thinking

Organization

Project management (preferred)

Tools

Microsoft Office Suite

Salesforce

Job description

Renewal by Andersen of Oregon is seeking a Customer Care Supervisor to lead a 10-15 person team in an in-office environment, coaching and developing staff while escalating complex issues to the Customer Care Manager.

You will partner with Accounting, Production and Sales to resolve customer matters, monitor KPIs, and drive a best-in-class customer experience across Oregon and SW Washington.