GUEST RESPONSE TEAM SUPERVISOR at The Dufresne Spencer Group in New Braunfels, Texas

Job Description:

Ashley Furniture HomeStore, the #1 Mattress and Furniture retailer in North America, has an immediate opening for a Guest Response Team Supervisor.  The ideal candidate is responsible for spearheading the exceptional guest service and operational performance of the guest experience department.

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off (PTO)


• Opportunity for advancement


• Medical, Dental, Vision, & Retirement Benefits


• Employee Purchase Discounts of 30% or more

KEY JOB RESPONSIBILITIES:

• Oversee the day to day operational activities of the department including monitoring staff performance and providing feedback.


• Manage department workflow and make adjustments to work schedules to accommodate fluctuations in the department’s workload.


• Fill in for lower level team members during absences and peak work times.


• Monitor, organize, and coach call center team members on a day to day basis.


• Continuously think of ways to promote individual and team development for call center improvement.


• Provide guidance to team members on difficult situations handling exceptions or unusual situations.


• Monitor attendance of assigned staff and take action when warranted according to the company attendance policy.


• Conduct regular meetings with direct reports to review individual and departmental performance along with product or process updates and changes.


• Refer complex problems to management as appropriate.


• Identify low performers and determine reasons for poor performance. Develop corrective action to get the employee back on track.


• Maintain communication with team members, customers, and other departments.


• Maintain key customer accounts (higher level account management).


• Document general reports on each team member’s performance and targets, as well as, ensure each individual exceeds targets.


• Provide daily call reports to management.


• Represent the call center on cross functional teams.


• Develop a process to ensure that all tasks assigned by the GRT Manager and or Director are handled in a timely manner and that outcomes are communicated to the manager when completed.


• Analyze problems and determine resolutions.


• Participate in the recruitment and selection process for all hourly positions within the department.


• Other duties as assigned.

KNOWLEDGE/SKILLS/ABILITIES:

• High School diploma or equivalent.


• At least 3-5 years of inbound Call Center experience (service industry preferred).


• At least 1 year of supervisory experience. Intermediate Microsoft Office skills.


• Ability to learn in-house computer programs.


• Excellent verbal and written communication skills in the English language.

Ashley Furniture HomeStore is an Equal Opportunity Employer.  Ashley Furniture HomeStore does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, national origin, veteran status or any other basis covered by appropriate law.

CALL CENTER