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Home Depot Supervisor, Customer Service in Houston, Texas

POSITION PURPOSE

The Customer Service Supervisor will be responsible for a team of customer

service specialists and all related administrative activities for Blinds.com, the

world's largest online window covering company. This position is responsible for

ensuring performance quality, positive customer experiences, employee

engagement and driving customer service results to achieve department

expectations.

As a supervisor, you will lead by example and live our core values. You will

motivate all employees to strive for continual improvement, and reward employees

for delivering spectacular customer service experiences, as well as quality, best

solution, and single contact resolution, which are vital to our success. This position

is responsible for leading the team to achieve company targets, which means that

employee support and motivation must be a core strength, along with the ability to

identify and address sub optimum results. This role requires that an individual also

be an expert in company products, policies, systems, and processes, and teaches

the team new knowledge and skills so that they become higher-performing

employees.

The ideal candidate must have the ability to identify different ways an employee can

improve as well as display core strengths of employee support and motivation.

Additionally, the Supervisor must have the ability to identify employees' skills and

knowledge deficiencies and be prepared to coach them in an effort to improve the

performance.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

25%- Identify associate improvement opportunities by listening to calls, reviewing

key metrics, and observing behaviors on an ongoing bases

25%- Facilitate coaching/feedback sessions geared towards specific behaviors

including: QA, productivity, customer service soft skills, and behaviors associated

with key metrics (ex. - credits and remakes)

20%- Support associate development and engagement by conducting monthly 1:1

conversations and administering developmental blueprint conversations

15%- Collaborate with HR and leadership on performance management activities

as needed, including hiring, progressive discipline, leave of absence, performance

improvement plans, and attendance, and separations

10%- Act as Service SME on projects and initiatives as assigned by manager,

which includes attending project meetings and speaking up as the customer service

expert, completing project tasks, and cascading all relevant information to the

leadership team

5%- Stay abreast of updated products and services, company policies, customer

service industry trends, and best practices

NATURE AND SCOPE

This position reports to Sr Manager of Customer Service.

This position has 15 direct reports.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant condition

Travel:

Typically requires overnight travel less than 10% of the time.

Additional Environmental Job Requirements:

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:

The knowledge, skills and abilities

typically acquired through the completion

of a high school diploma and/or GED.

Years of Relevant Work Experience: 4 years

Physical Requirements:

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.

Additional Qualifications:

Preferred Qualifications:

Knowledge, Skills, Abilities and Competencies:

Demonstrate strong leadership abilities

Action Oriented

Ability to collaborate well with other members of leadership by exercising respectful

candor and working through conflicts effectively

Excellent Communications skills, both written and oral

Strong computer skills including experience with Windows, Microsoft Office Suite

and the Internet

Must adhere to work schedule

Exemplary organizational skills

Ability to perform with minimal supervision

Understanding of call center technologies including IVR/ACD/email systems

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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