Home Depot Supervisor, Customer Service in Houston, Texas
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
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
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
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
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
Located in a comfortable indoor area. Any unpleasant condition
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
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
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.
Knowledge, Skills, Abilities and Competencies:
Demonstrate strong leadership abilities
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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