What are the responsibilities and job description for the ESP CS Supervisor position at Family Dollar?
Camping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is America's largest retailer of RVs and related products and services. Our vision is to build a long-term legacy business that makes RVing fun and easy, and our Camping World and Good Sam brands have been serving RV consumers since 1966.
We strive to build long-term value for our customers, employees, and shareholders by combining a unique and comprehensive assortment of RV products and services with a national network of RV dealerships, service centers and customer support centers along with the industry's most extensive online presence and a highly trained and knowledgeable team of employees serving our customers, the RV lifestyle, and the communities in which we operate. We also believe that our Good Sam organization and family of programs and services uniquely enable us to connect with our customers as stewards of the RV enthusiast community and the RV lifestyle. With RV sales and service locations in 42 states, Camping World has grown to become the prime destinations for everything RV.
Job Duties for ESP Customer Service Supervisor
Staffing
|
· Working with recruiting team- communicating staffing needs, creating job descriptions, coming up with outside the box ideas for recruitment |
|||||||||
|
· Interviewing and selecting candidates for hire |
|||||||||
|
· Scheduling new hires with training team |
|||||||||
|
· Monitoring onboarding- including getting them set up in the systems and providing coaching and mentoring once on the floor |
|||||||||
|
· Reviewing performance with agents in monthly 1 on 1’s |
|||||||||
|
· Reviewing, updating, and rolling out new compensation plans, as needed |
|||||||||
|
· Reviewing payroll and PTO requests |
|||||||||
|
· Communicate and partnering with training team to provide ongoing training for veterans and new hires
Customer Service |
|||||||||
|
· Creating strategic plans for the team |
|||||||||
|
· Implementing and maintaining consistency, productivity, quality, customer service standards and objectives |
|||||||||
|
· Enforcing adherence to policies and procedures |
|||||||||
|
· Resolve escalated customer issues - including coordinating and working through other departments. |
|||||||||
|
· Completing QA's of team |
|||||||||
|
· Identify trends and determining solutions |
|||||||||
|
· Implement contests that align with team objectives |
|||||||||
|
· Provides back up call support to the team during staffing shortages and high-volume activity |
|||||||||
|
· Coaching, mentoring, and developing team members- providing correct information, active listening, call control techniques, overcoming objectives, pitching for quotes
|
|||||||||
|
Operations
Reporting |
|||||||||
|
· Provide daily, weekly, monthly performance reports to leadership |
|
||||||||
|
· In person and video meetings to keep leadership up to speed on ESP Customer Service progress |
|
The compensation range for this position is $65,000 to $80,000, but in all cases not less than the applicable minimum wage. This position has variable compensation in addition to the range provided.
Full-time associates are offered a comprehensive benefit package including medical, dental, vision, PTO, 401k and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com
We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.
Salary : $65,000 - $80,000
