Customer Solutions Team Lead

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

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.