Customer Care Center Supervisor

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries.  We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are.  We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences.  We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to grow.
5. Holiday, personal and vacation days.

Summary/Objective:

The Supervisor of Customer Care Call Center is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success. By providing professional, efficient, and knowledgeable supervision, the skills expected to be demonstrated include but are not limited to: In depth knowledge of Lippert products and services. Ability to develop and motivate representatives to ensure performance metrics are consistently attained; Ability to evaluate call recordings and provide feedback to representatives as needed in order to efficiently and effectively respond to customer inquiries and provide appropriate resolution; Analyze and document performance trending and take action to remediate issues that impact attainment of goals; Assist in resolving complex customer escalations; Ensure appropriate adherence to all applicable center-wide policies and procedures.

Duties and Responsibilities:

1. Maintain established service levels for all contact channels (to include phone, case management, chat, email, and any other available avenue) by providing guidance to staff on working hours, response times, handle times, occupancy, working rate, handle time and contextual advice.
2. Conduct reviews, feedback, and evaluations of team members.
3. Provide communication on new product roll outs, general updates, recognition, and performance daily.
4. Provide feedback regarding performance issues and make recommendations on applicable training opportunities.
5. Maintain quality checks on standard operating procedures specific to team roles. Could be related to order notes, customer contact expectations, technical advice, soft skills, and time management etc.
6. Maintain high visibility to provide guidance with customer escalations and complex order entry scenarios.
7. Monitor and evaluate calls to ensure established quality standards are adhered to consistently.
8. Generate team morale by hosting team building activities and celebrations
9. Identify and implement process/efficiency gains relative to each role. Requires an understanding of resources, customers, and project methodology.
10. Track, analyze and document results on individual/team level performance and establish necessary action plans to remediate issues that impact goal attainment.
11. Manage the day to day of frontline team members including, schedules, attendance, utilization, performance standards and quality.
12. Assist with communication of key learning initiatives and business updates through team meetings, huddles, and e-mail as well as consistent one on one coaching sessions.
13. Partner with Human Resources by participating in the interview and selection process of new employees.
14. Act upon department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
15. Lead meetings and communications for updates, information, and concerns.
16. DSAT calls are met, and contacts are made

Working Conditions:

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

1. High School Diploma or GED (Required)
2. Ability to prioritize, organize and multi-task effectively
3. Effective utilization of problem-solving techniques
4. Ability to establish and manage effective relationships at all levels
5. Capacity to show sound judgment in accomplishing specified job duties
6. Possesses strong organization and time management skills
7. Ability to handle customer inquiries in a professional and efficient manner
8. Excellent communications skills
9. Proficiency with PC’s, Microsoft Windows, Excel, Word, PowerPoint and Microsoft Project
10. Ability to understand and perform analysis using moderately complex databases
11. Must have a thorough knowledge of the operational components related to processes, procedures, and call handling tools
12. Utilization of analytical skills and proven ability to assess root causes
13. Demonstration of willingness to assist customers and enthusiasm to learn and adapt to change
14. Ability to absorb pertinent information within a reasonable period of time

Competencies:

1. Must be detailed oriented
2. Proficient communication
3. Organizational skills
4. Initiative
5. Team Player
6. Decision Making
7. Time Management
8. Thorough

Supervisory Responsibility:

This position is responsible to oversee the Customer Care team.

Physical Demands:
While performing the duties of this job, the team member is regularly required to talk and hear. This position requires sitting, data entry, and a telephone headset. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time salary position and the expected work hours are 40 hours per week, Monday through Friday; weekend and overnight work may be necessary.

Salaray Range for this position is 50k-70k/annually.

Travel:

Some travel may be required dependent on location.

Preferred Education and Experience:

1. Associate degree or 1-2 years of college
2. RV Experience
3. Manufacturing Leadership Experience

Additional Eligibility Qualifications:
None

Work Authorization/Security Clearance:

Must be able to pass EVerify.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.  This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.  All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.  Compliance with the letter and spirit of this policy is required of all team members.  Violations of this policy should be immediately reported to your leader or to any member of leadership.  Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

Salary : $50,000 - $70,000