In-Office Customer Care Team Lead

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

Benefits offered by this job

Competitive salary

Health, dental, vision, and long-term

401(k) with company match

PTO and holidays

Collaborative culture

Job summary

Renewal by Andersen is seeking a Customer Care Supervisor to guide a team of 10-15 coordinators in an in-office Oregon setting. You will drive service excellence, coach staff, and escalate complex issues to the Customer Care Manager.

Responsibilities include KPI monitoring, QA and call assessments, and cross-functional collaboration with accounting, production, and sales to resolve customer matters efficiently.

Qualifications

• 2-5+ years of customer service or support experience; leadership experience preferred.
• Strong customer lifecycle understanding with focus on balancing customer experience and business goals.
• Excellent written and verbal communication with de-escalation skills.
• Ability to assess complex situations, exercise sound judgment and implement solutions under time pressure.
• Highly organized with ability to manage multiple priorities in a fast-paced setting.

Responsibilities

• Oversee daily operations of 10-15 Customer Care Coordinators and provide coaching with the Customer Care Manager.
• Monitor KPIs, QA evaluations, call monitoring, documentation, and performance trends.
• Serve as primary contact for complex or high-impact customer concerns and investigations.
• Assist with hiring, onboarding, training, and development of new team members.
• Collaborate with Accounting, Production, Sales and other departments to resolve customer issues.

Skills

Leadership

Customer service

Communication

Conflict resolution

Organization

Tools

Salesforce

Microsoft Office

Job description

Renewal by Andersen is seeking a Customer Care Supervisor to guide a team of 10-15 coordinators in an in-office Oregon setting. You will drive service excellence, coach staff, and escalate complex issues to the Customer Care Manager.

Responsibilities include KPI monitoring, QA and call assessments, and cross-functional collaboration with accounting, production, and sales to resolve customer matters efficiently.