17 days old

Supervisor Customer Care

Atlanta, GA 30308
JobTitle: Supervisor Customer Care
Job ID: 364006_en-us
Salary Range: null- null
Job Category: Customer Service
Employment type: Full Time

Position Description:
POSITION PURPOSE - The Supervisor Customer Care is responsible for a team of Resolution Expeditors who handle various divisions/subsidiaries of THD. Each associate is responsible for, including financial considerations (consessions) and for managing concessions in a fiscally responsible manner. The Supervisor manages the associates working directly with customers who call into Customer Care. These associates manage the resolution process and concession dollars for complaints/issues with multiple dependencies or of an escalated nature. These are issues that do not necessarily follow a pre-determined resolution matrix and cannot be handled without extensive research and significant communication along with conflict resolution skills.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES:Daily - 25% 20% 15% 10%
60% Supervises associates to ensure issue resolutions are processed in a timely and accurate manner
10% Provides coaching to team and resolves issues/needs
10% Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures
10% Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively
10% Assist Customer Care Manager by identifying work procedures, prepare work schedules and expedite workflow
NATURE AND SCOPE
Reports to the Manager of Customer Care.
Accountable for direct supervision of the work activities of others.

ENVIRONMENTAL JOB REQUIREMENTS -

Categories

Posted: 2020-11-10 Expires: 2020-12-10

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Supervisor Customer Care

Home Depot, Inc.
Atlanta, GA 30308

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