Supervisor, Customer Solutions Center
Overall Job Summary
This position is responsible for overseeing the day-to-day activities and production of the Customer Solutions Center (CSC) Team, which offers support and resolution for stores, in-store customers, and online customers. The Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for team members and customers. He/she coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Tractor Supply Company Brand. The Supervisor also works closely with the Director, Customer Solution Center to establish a feedback rich environment for individual team member growth and development.
Essential Duties and Responsibilities (Min 5%)
- Serve as the team’s manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assign tasks as appropriate; notify Director, Customer Solutions Center of issues/trends as appropriate.
- Ensure service levels are maintained, manage escalation procedures, and address calls requiring escalation or call back.
- Monitor and audit communications from team members to customers and stores ensuring productivity, process, and quality assurance; provide direction, correction, and counsel to team members as appropriate.
- Supervise Team Member adherence to work schedules according to budget, workload, and business objectives.
- Observe and evaluate team members’ performances and complete performance reviews and individual training, improvement, and development plans.
- Monitor and ensure queue watch procedures and triggers are followed by the team to ensure team and team member performance.
- Confirm that Team Members are completing training within set timeframe to maintain product/process knowledge and proper interaction handling in an effort to provide Legendary customer service.
- Participate with the CSC Director in the recruiting, interviewing, and hiring process.
Required Qualifications
Experience:
- Customer service/call center experience.
- Experience or familiarity with the “Out Here” Lifestyle of the Tractor Supply Customers.
- Experience with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (preferred)
- Store operations, retail, and customer service experience.
Education: High school diploma. College degree or equivalent in training or experience preferred. Any suitable combination of education and experience will be considered.
Preferred knowledge, skills or abilities
- Must possess basic computer skills and strong knowledge of Microsoft Office Suite.
- Must have the ability to work as a part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers.
- Must have call logging/ticketing experience (HEAT, Remedy, or similar).
Working Conditions
- Normal office working conditions
- Must be able to work some nights and weekends
Physical Requirements
- Sitting
- Standing (not walking)
- Lifting up to 10 pounds
Disclaimer
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
Nearest Major Market: Nashville