Customer Service Supervisor

At American Signature Inc., we believe everyone has the right to a well-furnished life. Every day, our customers embark upon their personal style. To that purpose, we are committed to providing our customers with an easy and fun furniture shopping experience. The Customer Service Supervisor is critical in ensuring we meet that goal. This person assists the Manager of Customer Care with leading a team to ensure they are giving our customers a positive experience and meet both department and company goals.

Why you want to join our team:

• Join a historic, family-owned business that has helped furnish the lives of customers for more than 70 years
• Comprehensive medical, dental, and vision benefits
• 401K plan
• Our team members are encouraged to develop and move into more challenging roles as their career progresses.
• Employee discounts at our affiliate brands which include– Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters

The Customer Service Supervisor will:

• Demonstrate Our Values: Serve Others and Own It
• Assist in fostering an energetic and positive working environment
• Lead by example with a positive attitude (and smile!)
• Support with all stages of the talent lifecycle inclusive of recruiting, onboarding, developing, and retaining a team
• Lead all team members to meet service level and performance goals by ensuring coverage, routing of customer requests to the appropriate team members and handling high escalation complaints
• Coach team members, stores, and cross-functional partners
• Recognizes performance
• Develop strong relationships with Customer Care, Home Office, Delivery Operations, stores, and vendors.
• Analyze reports to gain insight, identify solutions and create an action plan for continuous improvement
• Write formal responses for complaints filed through the Better Business Bureau and Attorney General
• Answer calls, engaging in chat-initiated conversations, replying to emails, phone messages, and mail from customers and/or company, while representing our Brand

Ideal Candidate will have, among other skills and abilities:

• Experience leading a team remotely
• Service mindset
• Technical skills above average- systems, spreadsheets and shared documents are daily functions
• Flexibility to cover evenings and weekends
• Excellent Change Management capabilities
• Select, develop, and retain top talent
• Ability to make decisions quickly for our customer and business
• Remain calm under pressure
• Ability to anticipate and plan
• Flexible to shifting priorities and a changing environment
• Clear verbal and written communication skills
• Ability to manage time and prioritize
• Read customer cues, provide solutions while representing the company
• Proven track record of influencing
• High school diploma or general education degree (GED); or equivalent combination of education and experience
• Genesys Pure Cloud experience is a plus
• Strong Microsoft skills (excel, word, Office 365)