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Contact Center Supervisor



Location: Dalton, Ohio
Department: CSR
Posted: 02-01-2018
Location Name: Corporate Headquarters
Wage: Depends on Experience
Position Type: Full time
Shift: Standard

Position Summary & Purpose:  

The Contact/Call Center Supervisor will supervise the Contact/Call Center staff for all customers utilizing Lehman’s Direct Sales and/or order inquiry via telephone, catalog or online mediums.  The Contact/Call Center Supervisor will interact with escalated customers via telephone or email correspondence in a professional manner in order to provide information in response to inquiries about product specifications, order tracking, order placement and services as well as resolution of consumer concerns and conflicts. The Contact/Call Center Supervisor will be responsible for monitoring all Contact/Call Center staff and will also be responsible in monitoring product certifications in order to ensure accurate information and excellent customer service is being provided for all Lehman’s customers. The Contact/Call Center Supervisor will manage the Contact/Call Center by effective use of resources and daily, weekly and monthly assessments of targets, budgets and forecasted goals.  The Contact/Call Center Supervisor will also assist the Contact/Call Center team members in creating a memorable customer experience by engaging the customer in a positive and helpful manner by offering accurate and relevant information in a manner focused on providing exceptional customer service and creating an outstanding first impression. 

Duties & Responsibilities:

  • Customer Service – The Contact/Call Center Supervisor will be expected to actively participate in multiple divisions within the Contact/Call Center Department.  The Contact/Call Center Supervisor must understand the procedures and be willing able to complete the Contact/Call Center staff tasks as needed.  Tasks can included but are not limited to:
    • Telephone – inbound and outbound calling
      • Confer with customers in order to:
        • Provide information about products and services
        • Place/modify orders
        • Cancel orders
        • Track shipments
        • Address concerns
        • Obtain, modify, track and/or cancel payment
      • Contact customers to notify of:
        • Temporary out of stock or held items
        • Claim/Warranty Investigations
        • Receipt of returned items
        • Follow up to customer concerns
  • Catalog / Mail Inquiries
    • Receive and process all orders, inquiries, correspondence received via mail from consumers and distribute to appropriate departments if not a product inquiry or order
  • E-commerce
    • Receive and process all orders placed via web entry either from Lehman’s web site or various other e-commerce locations
  • Returns
    • Receive and document all returns and apply credits to appropriate customer accounts and locations
    • Begin warranty/claim process as needed for defective merchandise
  • Wholesale
    • Assist with research, development, ordering, follow up, billing and other duties as assigned while working with the wholesale division
  • “Live Chat” – interact with customers via Live Chat program to assist with orders, product inquiries, etc.
  • Customer Billing and Confidentiality – ability to process billing errors, refunds, exchanges and purchases via access to customer’s personal banking.  Must be able to keep customer’s personal information private and adhere to confidential banking standards and regulations.  Personal banking information is considered:
    • Credit Card
    • Bank information
    • Etc.
  • Reporting – Daily, Weekly, Monthly, Quarterly
    • Daily Balancing
      • Batching
        • Checks
        • Credit/Debits
    • Sales
    • Inventory
    • Holds
    • Shipping Costs
  • Grievance Resolution – Receive process and resolve customer grievances with products or persons by using active listening techniques and getting to the root of the grievance.  If the CSR is unable to resolve the grievance on his/her own, then he/she will refer the customer to the appropriate person/department for resolution.
  • Accurate Record Keeping – of customer interactions, transactions, inquiries, concerns, resolutions, actions taken, etc. for future reference
  • Training  - The Contact/Call Center Supervisor will be responsible for training and instructing employees in job duties and company policies in addition to:
    • Study and maintain up-to-date product knowledge and installation instructions
    • Reading, understanding, interpreting and training crew members in regards to up-to-date product knowledge and installation instructions
    • Ability to learn, understand, transfer and/or relay information pertaining to Lehman’s products to customers and/or crew members
    • Ability to effectively convey and train crew members in Lehman’s business practices, and the safe installation of Lehman’s products in an appropriate environment conducive to learning and retention
  • Facilitate and maintain relationships with appropriate vendors
  • Create, maintain, monitor and adhere to the annual labor budget
  • Maintain and request improvements for equipment
  • Evaluation of employee’s job performance and conformance to regulations and recommended appropriate personal action for growth
  • Recruit, interview and selection of employees to join the Contact/Call Center
  • Review records and reports pertaining to activities such as production, payroll, and shipping to verify details, monitor work activities, and evaluate performance
  • Other duties as assigned

Qualifications:

Education

  • High School Diploma or GED
  • Associates Degree in Business preferred

Experience

  • 2+years prior customer service contact/call center supervisor experience

Certifications – Must be able to obtain and maintain various Lehman’s product certifications

Travel – occasional travel for business a requirement, prior notice given