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Customer Support Supervisor in Chicago, IL at True Value

Date Posted: 5/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chicago, IL
  • Job Type:
    Growth
  • Experience:
    5 to 7 years
  • Date Posted:
    5/9/2018

Job Description

True Value Company is the only hardlines wholesaler with a globally-recognized brand and serves over 4,400 retail locations in 60 countries. Our focus is making an impact in our communities through Engagement, Growth and Efficiency. Joining True Value offers a culture that:

  • Embraces personal and professional growth
  • Recognizes diverse perspectives
  • Provides competitive compensation while balancing your work-life needs

Your Value = Our Value. True Value.

The Customer Support Supervisor manages and directs the activities of the department's Customer Service Representative's (CSR) who provide customer support. Responsible for ensuring resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote quality and satisfaction.

Direct Reports:

  • Sr. Customer Service Representatives (2)
  • Customer Service Representatives (7)

Position Description

  • Ensure all associates are providing a Type 1 Experience to all customers. Monitor employee performance results. Provide feedback as necessary.
  • Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive improvements.
  • Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted. Promote a supportive environment in which employees are encouraged to solve problems and address customer issues.
  • Responsible for the development and motivation of assigned employees. Ensuring they have the necessary tools and information. Provide management support to front-line CSR's.
  • Participate in special projects activities and support teams by providing ad hoc information and reports.

Position Qualifications

Minimum Type and Years of Related Experience Required:

  • Five to seven years of related experience required
  • Possesses proficient knowledge of Contact Management Systems
  • Possesses proficient knowledge of CRM/Ticketing Systems
  • Possesses working knowledge of Email Management Systems
Minimum Education Requirements
  • Bachelor's degree or equivalent work experience

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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