Customer Care Supervisor

Location: New York,New York,United States

JOB DESCRIPTION:
The Customer Care Supervisor is responsible to not only resolve incoming customer inquiries, but also to provide a virtual experience synonymous with a retail location. The Customer Care team will partner closely with E-commerce, Retail and Warehouse teams to ensure we are delivering a wholistic and consistent level of service, regardless of where the customer decides to shop.

POSITION SUMMARY:

• Answer + oversee all customer communication (phone, email, chat, tickets) and achieve desired KPIs, including customer satisfaction rating and overall response time.
• Resolve customer issues in a professional and empathetic matter, always prioritizing the customer experience.
• Care for the customer, listen to their needs and find the best solution for that specific customer.

• Anticipate customer needs by utilizing retail selling culture and delivering a seamless virtual experience.
• Partner with warehouse, e-commerce + retail teams to avoid and resolve customer issues.
• Maintain and share feedback with all departments based on customer feedback and suggestions.
• Coordinate with the warehouse to expedite order fulfillment using internal procedures and platforms.
• Provide customer support with all FedEx + Borderfree shipping inquiries.
• Ensure all customer returns are managed, logged + executed properly.
• Follow standard operating procedures and make suggestions on how we can optimize Customer Care performance.
• Actively support Diversity, Equity, and Inclusion initiatives

COMPETENCIES:
• Huge Emphasis on Custer Experience
• Drive for results
• Team player
• Time management
• Personal credibility
• Flexibility
• Knowledge of Zendesk

RESPONSIBILITIES:

• Escalations
• Monitor individual + team performance
• Secret Shops
• Productivity Stats
• Huge Emphasis on Customer Experience
• Onboard Trainings

BENEFITS:

• $60,000 - $65,000 base salary (This range represents the low and high end of the anticipated base salary range for this NY-based position. The base salary will depend on numerous factors such as: experience and qualifications for the role, experience level, skillset, and balancing internal equity relative to other A+O employees.)
• 401(k) with an employer match
• Medical, dental, and vision
• Generous employee discount