Customer Service Supervisor

Company Overview

Shades of Light is one of the fastest-growing e-commerce brands in the $800 billion home furnishings market. We strive to inspire our customers to distinguish their unique style with a highly curated selection of hand-picked and exclusive designs. Shades of Light started from humble beginnings in 1986 as a small, single retail location in historic Richmond, Virginia selling unique, high-style lighting designs. Since that time, the company has grown to become a national, multi-channel retailer of lighting and other home decor products, including rugs, furniture, mirrors, fans and wall decor. True to its heritage though, the company has remained singularly focus on its curated collection of high-style products and unique lighting designs, many of which are produced in-house by the company’s own staff of highly trained artisans.

Job Summary:

Supervises and coordinates activities and operations of customer service phone lines, e-mails, and agents.

Job Requirements:

• Assist with contact center hiring through completing applicant screening to include phone interviews and in-person interviews as needed
• Collaborate with agents to answer questions and provide solutions for their customers as appropriate in all platforms
• Monitor and review FreshDesk tickets and assign as appropriate
• Assist with escalations by phone or email as appropriate
• Monitor and respond as appropriate on Social Media outlets
• Affectively work as part of the management and supervisory team to manage workflow
• Identify training gaps and partner with call center trainer to establish a training plan for new hires and existing members
• Monitor and coach agents on their completed calls, emails, or task as appropriate to maintain our quality guidelines
• Provide customer service agents on their team with bi-weekly 1-on-1 meetings to ensure metrics, quality, coaching, and development plans are executed
• Monitor and analyze weekly and monthly productivity reports for the agents on their assigned team
• Monitor and maintain customer service agents schedule, attendance, breaks, workout projects, PTO requests, corrective actions, and timecard approvals for the agents assigned to their team
• Monitor and correct as appropriate to maintain a PCI compliant atmosphere
• Communicate any customer service failures immediately to management and coach’s agents
• Perform opening or closing duties as assigned
• Serve as a subject matter expert on Shades of Light processes, database platforms, and products
• Collaborate with management team on performance evaluations and year end reviews for customer service agents
• Perform customer service agent duties as needed for queue control
• Collaborate with leadership team on special projects as needed

Qualifications:

• 2 years of supervisory experience
• 3-5 years of experience in a call center environment or equivalent combination of education
• Always maintain a professional attitude in dealing with internal and external customers, and vendors
• Strong organizational, problem-solving, and analytical skills
• Ability to prioritize and maintain an efficient workflow
• Maintain excellent customer service and interpersonal skills
• Foster an atmosphere that promotes agent retention and motivation
• Demonstrate leadership and coaching skills with direct reports
• Proven ability of making quick and appropriate decisions while maintaining good business acumen
• Be creative, flexible, positive, and innovative
• Be committed to provide world class customer service and maintain high standards
• Maintain excellent verbal and written communications skills
• Proficient in Office Products: Outlook, Word, Excel, Power Point, Adobe, SharePoint, Google Chrome, FreshDesk, Multichannel Order Management (M.O.M) database, SAP Business 1

Benefits

We offer an attractive benefits package including:

Medical with HSA Option

Dental

Vision

Short-Term Disability - paid by employer

401(k) plan with company match

Paid time off

Paid holidays and more!

**Shades of Light is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.