What are the responsibilities and job description for the Customer Care Supervisor position at Window Nation?
Do you want to join a fast-growing organization where you can learn a new craft or build upon your current one? Do you like to have fun and be part of a team that cares about you and your success? Then you should consider joining Window Nation!
At Window Nation, we’re third-generation window replacement experts who have been lucky to serve communities across the country for over sixteen years. We’re proud to be a family-owned business started by two brothers looking to help families improve their most important asset: their home. Since we opened our first showroom in 2006, our company has grown to include 22 showrooms in 16 states. We’re proud to be the third largest window replacement company in the United States – but we’re not stopping there. Our company continues to grow each year, and it’s all thanks to our team of dedicated, driven employees who make up Window Nation.
When you work at Window Nation, you’ll join a team of awesome professionals with hobbies ranging from screenwriting to rock climbing. We’re a group of foodies, music enthusiasts, talent scouts, costume makers, pilots, wine makers, community volunteers – oh, and we also sell and install windows, doors, and siding. No matter what you’re interested in, you’ll find your fit at Window Nation. We don’t take your decision to start or further a career with us lightly – and we won’t let you down when you do. Don’t just take our word, listen to what our employees have to say! Meeting the Window Nation Team!
This Customer Care Team Lead will report to the Customer Care Manager based out of Fulton, MD and will work closely with our valued customers and be responsible for providing timely and effective responses to the customer's needs. The Customer Care Team Lead will work with a sense of urgency, attention to detail and promote a professional and pleasant experience for all involved.
\n- Oversee the day-to-day operations of the Customer Care team
- Coach and develop Customer Care Agents ensuring they are delivering the highest level of service
- Monitor and move forward the facilitation of service orders in all markets
- Meet with assigned agents on your team consistently to review Key Performance Indicators
- Ensure accuracy of the data entered in our system and assist with reports
- Take ownership of any customer situation that is escalated
- Utilize reporting and logic to determine deficiencies in processes
- Leverage PDSA (Plan, Do, Study, Act) models with departments to monitor success
- Promote a culture of trust, clarity, and ownership between departments
- Verify installations as well as service and warranty requests by phone within established guidelines
- Maintain lines of communication with all vendors as well as processing, tracking, and approving vendor quotes and payments
- Handle customer complaints swiftly, with customers being updated on the progress of their issue throughout every step of the process
- Manage relationships with leadership team and outsource partners
- Address any social media concerns that are not favorable, including negative survey feedback
- High School Diploma, GED, or equivalent
- 3 years of experience focused on direct customer service
- 2 years of leadership or supervisory experience
- Prior experience working in a Contact Center environment
- Proficiency with Microsoft Office
- Experience with Salesforce or other CRM/ERP
- Ability to multitask amidst a demanding workload
Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
Salary : $45,300 - $57,400
