Supervisor Customer Service

Date:  May 12, 2022
Location: 

Palatine, IL, US, 60067

At Weber, grilling is a passion that’s reflected in everything we do. Our goal is to share this passion and spark inspiration with the people who matter most – our grilling community. Weber has been the world’s premiere manufacturer of charcoal and gas grills and accessories since 1952. If you have the desire to work for a company that is recognized for exceptional quality products and high customer satisfaction, employment with Weber may be right for you. We provide a friendly working atmosphere with an environment of growth and opportunity through innovation, pride, and excellence.

 

Weber is committed to inclusive, equitable and diverse Hiring practices. Our goal is to create a workforce which resembles the diverse rich communities we live, play, and support every day. 

 

Discover What’s Possible with a career, at Weber.

 

Summary

The role of the Consumer Care Supervisor is to assist in managing the day-to-day operations of the call center. The Customer Service Supervisor will mentor and coach agent’s after their initial training and maintain Performance and Productivity reports to insure both Performance and Productivity goals are met. Supervisors will communicate updates and changes to all agent's and to monitor attendance, vacation schedules and take professional disciplinary action if there is a need. The supervisors assist agent's with difficult customers if there is a need, problem solve issue, and provide resolution.

 

Primary Responsibilities:

  • Manage daily operations of the Consumer Care Department/call center.
  • Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Perform quality monitoring for each team member on a monthly basis
  • Mentor & coach new agent's after initial training.
  • Monitor attendance and vacation schedules.
  • Recognize, give helpful feedback, and positive communication to motivate agents
  • Provide real time support to call agents
  • Create and maintain files on each agent as they relate to attendance, production, and reviews.
  • Weekly and monthly Team meetings to review discussed topics
  • Monthly Coaching one-on-one performance reviews using coaching scorecard
  • Answer the queries of vendor partners and provide guidance and timely feedback.
  • Provide high touch service to all stakeholders (external customers and agents, internal business associates) with accuracy and strong sense of urgency while meeting essential department/team performance metrics.
  • Assist with escalation calls and follow escalation/complaint procedures to ensure that all customer escalations and handled, and keep all relevant parties informed of actions taken to resolve issues in a timely manner.
  • Help meet Consumer Care Department service goals and KPI's.
  • Collaborate with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Support key focus areas and be a stakeholder in driving the function
  • Open/Close Call center duties, which include monitoring all consumer channels.

 

Requirements:

  • College Degree; and related experience and/or training. Experience as call center supervisor or similar supervisory position.
  • Strong leadership and organizational skills.
  • Show ability to grow mentoring and coaching skills.
  • Ability to perform under pressure while working in a fast-paced environment.
  • Knowledge of performance, productivity, and service level evaluation
  • Tech savvy with knowledge of telephone equipment and relevant computer programs with a results-oriented attitude.
  • Excellent verbal and written communication skills.
  • Ability to understand and disseminate strategic information.
  • Decision making skills.
  • Ability to meet deadlines provided.
  • Must be flexible with hours, working occasional weekends and holidays where needed
  • (Hours of Operation: Monday-Sunday 7am-8pm CST).

 

Our Benefits:

  • Competitive Healthcare Benefits
  • Flexibility & Remote Work
  • 401(k) plans with company match
  • Flexible Spending Account (FSA)
  • Paid holidays
  • Maternity & Paternity leave
  • An unmatched employee discount
  • New hire grill credit
  • State-of-the-art Grill Academy located at Headquarters
  • Fitness Center at Headquarters
  • Tuition assistance

 

Weber-Stephen Products LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

 


Nearest Major Market: Chicago