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Customer Care Supervisor

Company: Empire - Today
Location: El Paso
Posted on: September 2, 2020

Job Description:

Company Overview Business Area At Empire Today, our National Customer Service team, serves as a liaison to provide service information and resolve problems that our customers might face with accuracy and efficiency. We want to ensure every customer receives superior customer service. In order to accomplish this must effectively manage a large amount of incoming calls, handle complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure customer has received resolution, and accurately update notes of the customer interaction and services provided. We strive to provide quality service to both internal and external customers while maintaining a balance between company policy and customer benefit in decision making. We want to act in the best interest of both customer and company through integrity and sound ethical practices. Responsibilities The Call Center Supervisor ensures quality in customer service by coaching associates to follow call center best practices. Pre-recorded calls are reviewed, evaluated, and sent by Quality Assurance and coach agents on how to improve customer service quality. The Call Center Supervisor works with each agent independently to assist in reaching goals and facilitate corrective action to those who do not meet goals. Monitoring associates and watching phone queues on a regular basis ensures schedule adherence as well. Qualifications The successful candidate will possess: - Bachelor's Degree in Business/Business Management, preferred. - 3 years of call center management experience. - 3-5 years in a leadership role. - Experience with standard call center tools such as Cisco, Blue Pumpkin, Witness, etc. - Proficient in MS Office. Benefits Employees are eligible for numerous benefits including: - Quick enrollment into our benefit plans. Eligibility is first of the month following just two weeks of employment. - 401K Investment Plan to A premium 401K Investment Plan, with the company matching your amount invested dollar for dollar up to 4% with no vesting. Find another Company that can beat that! And make it the first bullet point. - Medical Insurance with several plan options and a Health Savings Account to meet you and your family's health needs. - Prescription Drug Coverage - Dental Insurance - Twice a year visits at no cost. - Vision Insurance with materials coverage - Flexible Spending Accounts for Medical & Dependent Care - Wellness Program - A best in class program offering substantial awards payable right on your paycheck - Basic Life Insurance and AD & D - Short Term Disability Coverage - Long Term Disability Coverage - Employee Assistance Program - Paid Holidays including Floating Holidays - Paid Time Off (PTO) that grows with years of service - Empire Perks - An employee discount purchasing program offering you great savings on the things you want. The company conducts a background check and drug screen for all new hires. Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies. About EMPIRE TODAY Empire Today has been a leading provider of installed home improvements for 60 years. Empire offers the largest in-stock selection of flooring in the United States. Convenience, quality, and selection make Empire stand out. With Empire Today, homeowners and business customers can get quality Carpet, Hardwood, Laminate, Tile, Vinyl Flooring, and Window Treatments from top brands they know and trust. And because Empire warehouses thousands of products, customers can get the right product, professionally installed when they need it, as soon as the next day. Empire was founded in 1959 and provides service to more than 70 metropolitan areas in the United States. With more than three million satisfied customers, Empire Today is dedicated to its mission of Making Beautiful New Floors Easy. #CB IND1 Recommended skills Quality Assurance Customer Interaction Management Ethics Customer Service Leadership Decision Making

Keywords: Empire - Today, El Paso , Customer Care Supervisor, Other , El Paso, Texas

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