Supervisor, Customer Solutions

Job Summary

This position is responsible for overseeing the day-to-day activities and production of the Customer Solutions Center (CSC) Team, which offers support and resolution for stores, in-store customers, and online customers.

The Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for team members and customers.

He / she coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Tractor Supply Company Brand.

The Supervisor also works closely with the Director, Customer Solution Center to establish a feedback rich environment for individual team member growth and development.

Essential Duties and Responsibilities (Min 5%)

Serve as the team’s manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks;

assign tasks as appropriate; notify Director, Customer Solutions Center of issues / trends as appropriate.

• Ensure service levels are maintained, manage escalation procedures, and address calls requiring escalation or call back.
• Monitor and audit communications from team members to customers and stores ensuring productivity, process, and quality assurance;

provide direction, correction, and counsel to team members as appropriate.

• Supervise Team Member adherence to work schedules according to budget, workload, and business objectives.
• Observe and evaluate team members’ performances and complete performance reviews and individual training, improvement, and development plans.
• Monitor and ensure queue watch procedures and triggers are followed by the team to ensure team and team member performance.
• Confirm that Team Members are completing training within set timeframe to maintain product / process knowledge and proper interaction handling in an effort to provide Legendary customer service.
• Participate with the CSC Director in the recruiting, interviewing, and hiring process.

Required Qualifications

Experience :

• Customer service / call center experience.
• Experience or familiarity with the Out Here Lifestyle of the Tractor Supply Customers.
• Experience with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (preferred)
• Store operations, retail, and customer service experience.

Education : High school diploma. College degree or equivalent in training or experience preferred. Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Must possess basic computer skills and strong knowledge of Microsoft Office Suite.
• Must have the ability to work as a part of an operations / contact center team focused on servicing and assisting Tractor Supply Company customers.
• Must have call logging / ticketing experience (HEAT, Remedy, or similar).

Working Conditions

• Normal office working conditions
• Must be able to work some nights and weekends

Physical Requirements

• Sitting
• Standing (not walking)
• Lifting up to 10 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities.

A team member should perform all duties as assigned by his / her supervisor.