Supervisor, Customer Service

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

 

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

 

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

 

If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here. 

Purpose of Role

The Supervisor, Customer Service is responsible for leading, coaching and developing the customer service team in all communication channels, including phone, chat, email, SMS and social media. You will be accountable for the entire experience of both the Customer and the Customer Service Representative. This role requires schedule flexibility for both evenings and weekends

Your Impact

•    Own the complete CSR life cycle through the following:

o    Participate in interviewing, selection, hiring, and training of employees.

o    Evaluate interactions to track performance & coach to business competencies & requirements
o  Conduct regular performance evaluations for teammates, providing constructive feedback and identifying areas for improvement 

o    Appraise performance, reward and discipline teammates.

•    Cultivate an environment of Customer Engagement that strives to create an “unrivaled service experience” across all communication channels.
•    Resolve escalated customer issues pertaining to product, process or service deficiencies. 
•    Develop recommendations to improve the customer service experience based on data, experience and industry trends.
•    Compile and analyze “Voice of the Customer” data that can be delivered back to the appropriate division of the business.
•    Drive revenue via all communication channels by implementing “Sales through Service” model with an emphasis on maximizing up-sell and cross-sell opportunities.
•    Collaborate with management team to design and support events and contests which build a positive team morale.
•    Partner with the Workforce Management Team to address scheduling and adherence conflicts and collaborate on initiatives to improve ways of working.
•    Address teammate concerns and resolve problems.
 

Qualifications

• Proven leadership abilities including experience with training and/or coaching, delivering feedback, goal setting, and performance evaluation.
• Exceptional oral, written and interpersonal communication skills including the ability to summarize and present information to influence various levels within the organization.
• Ability to evaluate processes and recommend changes which result in a greater opportunity for goal achievement, enhanced usage or increased efficiency.
• Intermediate level of proficiency with PC software.
• Bachelor's degree, or equivalent work experience

• 2+ years’ work experience in customer service
• 1+ year of people management experience
• Proficient in Microsoft Office suite
• Salesforce Service Cloud experience a plus

Workplace Location

• Location: Rem