Supervisor Customer Service

San Diego, CA

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!


Position Purpose:

The Customer Service Supervisor is responsible for managing a team of Customer Service Agents, and managing performance across multiple channels of interaction, including telephone, e-mail, and chat. In addition, the position requires excellent communication skills and the ability to create a positive, supportive and collaborative environment based on a culture that encourages teamwork, creativity and excellence.


Essential Job Functions

The partner must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation.


Respond to customer inquiries and resolve technical and complex customer support questions and concerns by email/chat/phone support. Meet monthly key customer service goals for customer satisfaction, response time, quality, productivity and key performance indicators. Monitor and evaluate agent performance, including call/email/chat, review productivity and attendance reports, and coach staff members to improve performance. Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the normal course of action. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas outside of the department as necessary to facilitate problem solving.


Other Duties and Responsibilities:

Build and maintain a positive working environment that attracts and retains a high quality and performing team. Stays informed of all new products and services, and ensure agents are properly trained to answer customer questions. Support and promote company and departmental sales, service and quality initiatives and performance metrics. Interview and hire prospective agents. Monitor and manage team attendance records, PTO and staffing schedules.


Nature of Supervision:

Functional guidance is provided on some but not all tasks to be performed and the results of individual projects are generally reviewed upon completion. In addition, some tasks may be completed without regular supervisory direction or guidance.


Planning and Problem Solving:

Plan’s and prioritizes tasks which includes workforce planning in response to daily email volume based on promotions and other anticipated events in order keep service level metrics such as wait times and abandonment within specified targets. In addition, assists customer service agents with customer technical questions, and/or concerns and recommends corrective services to address customer complaints.


Impact

Position has a financial impact on customer retention and sales by ensuring proper staff planning, training and execution meet or exceed service level metrics in order to create a positive customer experience.


Supervisory Responsibility:

Manage a team of Customer Service Agents, which includes interviewing and hiring, training and coaching, personal development and performance management, and leading and motivating a team to provide an excellent customer experience. Other supervisory responsibilities include, but are not limited to, providing input on key customer service level goals and objectives; change management; human capital and budget planning.


Education/Experience:

  • A high school diploma or equivalent, although an Associate’s degree or higher is preferred, or equivalent combination of education and experience.
  • Previous customer service experience at high volume recommended.
  • Excellent written and verbal communication


Competencies:

  • Analyze Problems and Issues – Gathers and analyzes the most critical information needed to understand problems. Makes decisions that take into account broad company and customer implications. Analyzes critical issues, trends, and root causes, and identifies the solutions that best address them. Probes and looks past symptoms to determine the underlying causes of problems and issues.


Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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