Job Details
• Full-time
• Semi Custom Kitchen & Bath
• Competitive compensation
• Outstanding healthcare benefits, 401K with employer match, paid time off & paid holidays
Job Requirements
- Direct supervisory responsibility for the CSR semi-custom design team.
- Develop and mentor CSR design staff to be highly skilled in the design discipline.
- Responsible for employee development and talent management.
- Support staff in design and reviews of new product.
- Identify, establish and maintain an environment of continuous learning related to design, product, process, and service and customer experiences.
- Excellent up-close communication & presentation skills.
- Must be able to conduct training classes in the area of design
- Create and instill an environment of ‘world class’ customer service. Staff must be supportive, effective, positive and cooperative in the handling of all customer interactions before, during and after a purchase or inquiry.
- Manage daily incoming fax and phone activity, which at times requires the Supervisor to perform the duties of CSRs to ensure all order processing, is completed in the allotted time frames.
- Conduct activities associated with a managing a Call Center team in accordance with processes, procedures, initiatives and organizational policies.
- Maintains employee schedules, PTO approvals, and keeping accurate KABA (time punch) reporting.
- Ensure that the expectations concerning employee’s demeanor, technical accuracy, and conformity to company policies are followed.
- Promotes a team environment by cultivating and maintaining harmony amongst workers.
- Assist in human relations activities such as the interview and hiring process, employee reward, development and discipline process, performance appraisals, and resolving grievances.
- Managing difficult or emotional customer or employee situations. Responds timely and with a sense of urgency to customer and employee needs.
- Provide assistance with establishing clearly defined goals, communicating company policy and providing necessary instruction and feedback to all employees.
- Responsible for auditing the Department’s CSR Catalogs, Quick Tips, ISO Procedures and SOJT material prepared for all new CSRs.
- Become familiar with the fiscal management responsibilities for the Call Center cost center expenses.
- Responsible for assisting in achieving the targeted strategic goals of the organizations, quality and productivity expectations as outlined in the departments KPIs and other identified metrics.
- Active participation in the identification and facilitation of measurable process improvements that deliver value add to the customer, department, organization, and vendors.
- Ability to work under pressure and timelines without supervision.
- Complete assignments on time, prepare and analyze reports.
- Communicate routinely with both internal and external constituent groups, using effective, clear & timely verbal and written communication.
- Work in partnership with other managers and departments to improve end-to-end processes, communications, workflow and corrective actions.
- Be willing to do other duties as required.
Experience, Skills, Qualifications, and Education Required
Required (R) or Desired/Preferred (D)
(R) High school diploma, 1-2 years experience in Customer Service an/or training, or Equivalent combination of education and experience
(R) Certified Kitchen Designer (CKD) or 4 years experience in the industry
(D) 20/20 Design
(D) Installation knowledge
(R) Basic Math skills
(R) Read, Speak and Write English
(D) Knowledge of Kitchen & Bath installation techniques
