Contractors’ Warehouse —
Supervisor Customer Service
Location
Houston, TX
Category
Management
Type
Corporate
Job ID
Req117589
The Customer Service Supervisor will be responsible for a team of customer service specialists and all related administrative activities for Blinds.com, the world's largest online window covering company. This position is responsible for ensuring performance quality, positive customer experiences, employee engagement and driving customer service results to achieve department expectations.
As a supervisor, you will lead by example and live our core values. You will motivate all employees to strive for continual improvement, and reward employees for delivering spectacular customer service experiences, as well as quality, best solution, and single contact resolution, which are vital to our success. This position is responsible for leading the team to achieve company targets, which means that employee support and motivation must be a core strength, along with the ability to identify and address sub optimum results. This role requires that an individual also be an expert in company products, policies, systems, and processes, and teaches the team new knowledge and skills so that they become higher-performing employees.
The ideal candidate must have the ability to identify different ways an employee can improve as well as display core strengths of employee support and motivation. Additionally, the Supervisor must have the ability to identify employees' skills and knowledge deficiencies and be prepared to coach them in an effort to improve the performance.
Key Responsibilities:
- 25% Identify associate improvement opportunities by listening to calls, reviewing key metrics, and observing behaviors on an ongoing bases
- 25% Facilitate coaching/feedback sessions geared towards specific behaviors including: QA, productivity, customer service soft skills, and behaviors associated with key metrics (ex. – credits and remakes)
- 20% Support associate development and engagement by conducting monthly 1:1 conversations and administering developmental blueprint conversations
- 15% Collaborate with HR and leadership on performance management activities as needed, including hiring, progressive discipline, leave of absence, performance improvement plans, and attendance, and separations
- 10% Act as Service SME on projects and initiatives as assigned by manager, which includes attending project meetings and speaking up as the customer service expert, completing project tasks, and cascading all relevant information to the leadership team
- 5% Stay abreast of updated products and services, company policies, customer service industry trends, and best practices
Direct Manager/Direct Reports:
- This position reports to a Manager of Customer Service.
- This position has 15 direct reports.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Prior experience in a supervisory role or lead role preferred
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 4
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Demonstrate strong leadership abilities
- Action Oriented
- Ability to collaborate well with other members of leadership by exercising respectful candor and working through conflicts effectively
- Excellent Communications skills, both written and oral
- Strong computer skills including experience with Windows, Microsoft Office Suite and the Internet
- Must adhere to work schedule
- Exemplary organizational skills
- Ability to perform with minimal supervision
- Understanding of call center technologies including IVR/ACD/email systems
Paid parental leave to bond with your new addition
401(K) savings plan with company match
Merit increases and performance bonuses
On-the-spot recognition and rewards for a job well done
The Customer Service Supervisor will be responsible for a team of customer service specialists and all related administrative activities for Blinds.com, the world's largest online window covering company. This position is responsible for ensuring performance quality, positive customer experiences, employee engagement and driving customer service results to achieve department expectations.
As a supervisor, you will lead by example and live our core values. You will motivate all employees to strive for continual improvement, and reward employees for delivering spectacular customer service experiences, as well as quality, best solution, and single contact resolution, which are vital to our success. This position is responsible for leading the team to achieve company targets, which means that employee support and motivation must be a core strength, along with the ability to identify and address sub optimum results. This role requires that an individual also be an expert in company products, policies, systems, and processes, and teaches the team new knowledge and skills so that they become higher-performing employees.
The ideal candidate must have the ability to identify different ways an employee can improve as well as display core strengths of employee support and motivation. Additionally, the Supervisor must have the ability to identify employees' skills and knowledge deficiencies and be prepared to coach them in an effort to improve the performance.
Key Responsibilities:
- 25% Identify associate improvement opportunities by listening to calls, reviewing key metrics, and observing behaviors on an ongoing bases
- 25% Facilitate coaching/feedback sessions geared towards specific behaviors including: QA, productivity, customer service soft skills, and behaviors associated with key metrics (ex. – credits and remakes)
- 20% Support associate development and engagement by conducting monthly 1:1 conversations and administering developmental blueprint conversations
- 15% Collaborate with HR and leadership on performance management activities as needed, including hiring, progressive discipline, leave of absence, performance improvement plans, and attendance, and separations
- 10% Act as Service SME on projects and initiatives as assigned by manager, which includes attending project meetings and speaking up as the customer service expert, completing project tasks, and cascading all relevant information to the leadership team
- 5% Stay abreast of updated products and services, company policies, customer service industry trends, and best practices
Direct Manager/Direct Reports:
- This position reports to a Manager of Customer Service.
- This position has 15 direct reports.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Prior experience in a supervisory role or lead role preferred
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 4
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Demonstrate strong leadership abilities
- Action Oriented
- Ability to collaborate well with other members of leadership by exercising respectful candor and working through conflicts effectively
- Excellent Communications skills, both written and oral
- Strong computer skills including experience with Windows, Microsoft Office Suite and the Internet
- Must adhere to work schedule
- Exemplary organizational skills
- Ability to perform with minimal supervision
- Understanding of call center technologies including IVR/ACD/email systems
Hybrid – An associate in a hybrid role blends in-office and remote/virtual working to complete their job duties. An associate may be required to work from a designated Home Depot location on some days, and may work from a virtual/remote location on others. We also refer to this as location – flex.
Learn more about our 4 different work locations. Additional information will be provided during the application process.As part of the application process for this role, there will be an online assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment right after you submit your application. Once you click on the link to start the assessment, you will have 96 hours to finish it. You may stop and restart the assessment as many times as you like within the 96-hour time frame.
During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:
- Professional Experience
- Learning Potential
- Responsibility
- Customer Focus
If you have a disability and would like to ask for an accommodation for the assessment, or you would like more information about the assessment, please click here.
Store Location
2140
10255 RICHMOND AVENUE
Houston, TX
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