Customer Solutions Supervisor

Furnitureland South, Inc; Greensboro, Winston-Salem, High Point (NC, NC, NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision, life, and disability insurance

401(k) with company matching

Tuition reimbursement program up to $1,000 annually

Job summary

A leading furniture retailer in Greensboro, North Carolina is looking for a Customer Solutions Supervisor to oversee case initiators handling customer inquiries. This role demands leadership skills, a customer-focused attitude, and a commitment to process improvement. Responsibilities include mentoring the team, ensuring effective case management, and maintaining high customer satisfaction levels. Qualifications include a high school diploma and 3-5 years of customer service experience, preferably in retail or furniture. Employee benefits are offered, including medical insurance and 401(k) matching.

Qualifications

• Minimum of 3-5 years of experience in a customer service role, preferably in a retail or furniture industry environment.
• High school diploma or equivalent required.

Responsibilities

• Lead, mentor, and manage a team of Customer Service Case Initiators.
• Ensure accurate and timely entry of case details into the customer service management system.
• Monitor and guide team communication with customers via phone, email, and chat.
• Oversee the monitoring of case progress and ensure timely follow-up.
• Provide support in analyzing complex cases for resolution.
• Ensure all case documentation is complete, accurate, and up-to-date.
• Act as a role model for customer advocacy.
• Establish performance metrics and conduct evaluations.

Skills

Strong leadership and team management skills

Excellent verbal and written communication skills

Advanced problem-solving abilities

Attention to detail

Proficiency in Microsoft Office Suite

Ability to manage multiple tasks and priorities

Exceptional organizational skills

Time-management abilities

Decision-making abilities

Education

High school diploma or equivalent

Associate's degree or higher

Tools

Customer service management software

Job description

The Customer Solutions Supervisor (Customer Service Case Initiator Supervisor) will oversee a team of case initiators responsible for handling customer inquiries and issues, ensuring that cases are efficiently processed and resolved. The supervisor will lead by example, offering guidance and support to the team while maintaining a focus on exceptional customer service. This role requires a strong leader who is proactive, solution-oriented, and has a keen eye for process improvement. The supervisor will ensure the team adheres to best practices in case initiation, problem resolution, and customer communication to maintain high satisfaction levels.

About the Role

The Customer Service Case Initiator Supervisor will oversee a team of case initiators responsible for handling customer inquiries and issues, ensuring that cases are efficiently processed and resolved.

Responsibilities

• Team Leadership: Lead, mentor, and manage a team of Customer Service Case Initiators. Provide ongoing coaching and training to ensure team members are equipped with the tools and knowledge to handle customer cases effectively and efficiently.
• Case Initiation Oversight: Supervise the intake process to ensure that cases originating from customers, including delivery drivers, are routed to the appropriate path for expedited resolution. Ensure accurate and timely entry of case details into the customer service management system.
• Customer Communication & Escalation: Monitor and guide team members in communicating with customers via phone, email, and chat. Handle escalated cases that require higher-level problem-solving or special attention.
• Case Management Supervision: Oversee the monitoring of case progress, ensuring timely follow-up and resolution. Ensure that team members are coordinating effectively with internal departments such as sales, delivery, and inventory.
• Problem Resolution & Decision-Making: Provide support in analyzing complex cases and make decisions regarding the appropriate resolution paths. Ensure that team members are resolving issues with a customer-focused approach.
• Documentation & Reporting: Ensure all case documentation is complete, accurate, and up-to-date. Prepare and present regular reports on team performance, case trends, and customer feedback.
• Customer Advocacy: Act as a role model for customer advocacy, ensuring team members address customer concerns promptly, empathetically, and professionally. Maintain a high level of customer satisfaction by ensuring issues are resolved efficiently.
• Performance Monitoring: Establish performance metrics and KPIs for the team, track progress, and provide feedback. Conduct performance evaluations and identify areas for improvement.

Qualifications

• Education: High school diploma or equivalent required; associate's degree or higher preferred.
• Experience: Minimum of 3-5 years of experience in a customer service role, preferably in a retail or furniture industry environment.

Required Skills

• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Advanced problem-solving abilities and attention to detail.
• Proficiency in Microsoft Office Suite and customer service management software.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Exceptional organizational, time-management, and decision-making abilities.

Preferred Skills

• Customer-focused with a positive and empathetic attitude.
• Team player with a collaborative approach.
• Proactive and self-motivated with a strong work ethic.
• Collaborative team player with a commitment to continuous improvement.

Why You’ll Love Working Here

Unparalleled employee benefits, including, but not limited to:

• Medical, dental, vision, life, and disability insurance.
• Access to flexible spending accounts.
• 401(k) with company matching.
• Substantial associate discounts on furniture, rugs, and accessories after 90 days.
• Competitive Paid Time Off
• Paid Holidays
• Two wellness days per year for mental and emotional rejuvenation.
• Paid bereavement leave and floating holiday.
• Tuition reimbursement program up to $1,000 annually for professional development.