Customer Care Supervisor On Target Staffing

LLC - 3.3

Leland, NC Job Details Full-time From $45,000 a year 8 hours ago Qualifications Spanish Email customer support English Incident Escalation Team development Problem-solving Mentoring Full Job Description

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CLEAN BACKGROUND CHECK...REQUIRED

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CLEAN MOTOR VEHICLE REPORT... REQUIRED

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CLEAN DRUG SCREEN... REQUIRED

Job Overview Custom Home Furniture is seeking an experienced and people-focused Customer Care Supervisor to lead a small team of Customer Care Representatives in Leland, NC. This full-time, on-site role is responsible for guiding day-to-day service operations, coaching representatives, and ensuring every customer interaction reflects our commitment to quality and satisfaction. The ideal candidate has hands-on customer service experience, prior experience leading or mentoring a team, and thrives in a fast-paced retail service environment. Reporting Relationship This position leads a team of 3-4 Customer Care Representatives and reports directly to the Distribution Center Warehouse Manager. The Supervisor serves as the primary point of escalation for representatives and acts as a bridge between the team and department leadership. Duties Directly supervise, coach, and support a team of Customer Care Representatives, providing regular feedback and performance guidance. Serve as the first point of escalation for complex customer inquiries, service claims, and complaints that representatives are unable to resolve independently. Monitor team performance metrics (response times, resolution rates, customer satisfaction) and identify opportunities for improvement. Review and approve manufacturer claims, ensuring adherence to factory warranties and company guidelines. Assist with onboarding, training, and continued development of new and existing team members. Maintain accurate records of customer interactions, service claims, and transactions using company systems. Collaborate with internal teams (service, logistics, sales) to resolve escalated issues and streamline processes. Help develop and refine customer service workflows, policies, and best practices to enhance overall client satisfaction. Model professional phone and email etiquette that reflects the company's commitment to excellent service. Support scheduling, workload distribution, and daily coverage for the Customer Care team. Qualifications Directly supervise, coach, and support a team of Customer Care Representatives, providing regular feedback and performance guidance. Serve as the first point of escalation for complex customer inquiries, service claims, and complaints that representatives are unable to resolve independently. Monitor team performance metrics (response times, resolution rates, customer satisfaction) and identify opportunities for improvement. Review and approve manufacturer claims, ensuring adherence to factory warranties and company guidelines. Assist with onboarding, training, and continued development of new and existing team members. Maintain accurate records of customer interactions, service claims, and transactions using company systems. Collaborate with internal teams (service, logistics, sales) to resolve escalated issues and streamline processes. Help develop and refine customer service workflows, policies, and best practices to enhance overall client satisfaction. Model professional phone and email etiquette that reflects the company's commitment to excellent service. Support scheduling, workload distribution, and daily coverage for the Customer Care team. Experience Bilingual (Spanish/English). Experience in furniture retail, service claims, or warranty processes. Familiarity with industry systems and customer management tools. 3 years of supervisory experience Join us in shaping exceptional customer experiences through strategic leadership and dedicated service excellence!

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CLEAN BACKGROUND CHECK...REQUIRED

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CLEAN MOTOR VEHICLE REPORT... REQUIRED

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CLEAN DRUG SCREEN... REQUIRED

Pay Rate:

$45,000 per year (based on experience)

Schedule:

Monday-Friday OR Tuesday-Saturday Hours:

8 am- 5pm

Pay:

From $45,000.00 per year

License/Certification:

drivers license (Preferred)

Work Location:

In person