Lead Customer Care Associate, Redi Carpet

HD Supply Canada, Inc; Piscataway Township (NJ); Hybrid; USD 36,000 - 43,000; Full time

Benefits offered by this job

Medical coverage

401(k) with company match

Paid holidays

Paid time off

Life insurance

Disability insurance

Tuition reimbursement

Employee Assistance Program

Job summary

HD Supply is seeking a senior Customer Care supervisor to oversee a team handling product inquiries, services, and issues. You will mentor associates, coordinate daily tasks, and coordinate with other departments to resolve escalated problems.

The role requires guiding staff through policies and procedures and maintaining quality through audits. The position involves supervising workflow, training junior staff, and providing backup coverage as needed, with a focus on delivering excellent

Qualifications

• 7+ years of experience in customer care leadership.
• Technical certification or associate degree may be required in some areas.

Responsibilities

• Coordinate daily work assignments with Customer Care Associates by reviewing the phone queue and work schedules.
• Provide mentoring and direction for a team of customer care associates.
• Resolve escalated issues by offering options and coordinating with departments to develop solutions.
• Ensure procedures are followed and staff is guided in policy interpretation.
• Audit service levels, inputs, and error rates; back up on all functions as needed.

Skills

Team leadership

Customer care

Problem solving

Mentoring

Education

Associate degree

Technical certification

Tools

CRM software

Job description

Job Summary

Responsible for administering and providing oversight for a wide variety of Customer Care functions. Provide mentoring and direction for a team of customer care associates responding to inquiries regarding product selection, services and issues.

Major Tasks, Responsibilities, and Key Accountabilities

Coordinates daily work assignments with Customer Care Associates by reviewing the phone queue and work schedules. Problem solves and troubleshoots processes for escalated issues. Supports and leads the team by facilitating knowledge and participation in department incentive and initiative program(s) Resolves escalated issues by offering options and coordinating efforts with various departments to develop solutions. Insures all proper procedures are followed through by staff. Provides guidance and direction to associates in the interpretation and administration of customer care policies and procedures. Utilizes computerized system for tracking, information gathering, and/or troubleshooting. Audits and provides quality control on services levels, inputs, and error rates. Provides back up on all functions and performs other duties as needed.

Nature and Scope

Problems are typically difficult and/or high impact. Troubleshoots complex support or operational problems for junior level associates. Under limited supervision, independently resolves issues and applies a variety of methods to develop customized solutions. May lead the daily operations of a department or team. Work typically involves infrequent review of output by a supervisor or direct customers of the process. Assists with supervisory duties but does not have hiring/firing authority. Trains, delegates tasks, and reviews the work of junior level associates.

Work Environment

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. No travel required.

Education and Experience

Technical certification or associate degree may be required in some areas. Generally 7+ years of experience in area of responsibility.

Work Locations

States: CA, CO, CT, D.C., DE, HI, IL, MA, MD, ME, MN, NJ, NV, NY, OH, RI, VA, VT, WA

Pay Range

Job Seekers: Pay Range $25.67-$31.20 Hourly

Benefits

• Medical (with Prescription drug coverage)
• dental
• vision plans
• Health care and Dependent Care FSA (as applicable)
• 401(K) with company match
• Paid Holiday, Vacation, Personal Time, and Wellness Day
• Paid Sick Time
• Life and Accidental Death & Dismemberment Insurance
• Short and Long-term Disability Insurance
• Critical Illness Insurance
• Accident Insurance
• Whole Life insurance
• Commuter Benefits
• Tuition Reimbursement
• Employee Assistance Program
• Adoption and Surrogacy Assistance

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

About the Company

At HD Supply, we believe that our core purpose is to improve our associates’ lives and equip them with the tools needed to provide exceptional customer experiences every day. As one of the largest industrial distributors in North America, we enable our customers’ success by consistently delivering what they need, where and when they need it. HD SUPPLY has more than 80 years of experience supporting our customers with leadership positions in the maintenance, repair and operations (MRO). With 44 distribution centers spread across 25 states and two Canadian provinces, HD Supply provides an expansive offering of approximately 200,000 SKUs featuring high-quality, name-brand and proprietary products – all at competitive prices. Combine this with our industry-leading, value-add services including localized jobsite delivery, will-call and direct-ship options, diversified logistics and innovative solutions – and you can see why our more than 300,000 customers continue to trust HD Supply as their first choice supplier for getting the job done.