Supervisor, Customer Service

**Location:** Remote We inspire purpose\-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding. We’re here for it. We think ***you should be too.*** Provide guidance and leadership with support and solutions for escalated and complex customer service situations through customer interaction channels such as phone, chat, email, etc. Manage the daily support of associates, customers and operational needs for assigned team. Hire, coach and develop associates to achieve performance goals. Provide timely, informed assistance, deliver effective solutions and an create an engaging experience to internal and external customers **A day in the life as a Supervisor, Customer Care...** * Lead direct reports to create a positive impact on customer experience and meet and/or exceed service level goals * Establish, communicate and manage critical metrics and expectations through quality monitoring, call metrics and assessments on a consistent basis * Oversees the organization and delegation of Customer Support Cases. Assumes, assigns or re\-assigns responsibilities temporarily, as necessary * Fosters a team environment in which new knowledge and ideas drive growth, engagement and continuous improvement of associates * Create a culture of accountability and ownership. Provide feedback, coaching and development to direct reports, as well as, document disciplinary and/or performance problems according to company policy, to encourage professional growth. Take partnership with Customer Care manager and HR partners as needed. * Partner with workforce as needed to ensure schedule reflects the business need * Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies * Operates with a high level of confidentiality * Complete Manager on Duty shifts as assigned * Develop associates selling skills including driving Crate and Barrel Credit Card (CBCC), upselling items, and item recommendations * Build and maintain trust and open and honest communication between internal and external customers * Manages service solutions and/or compensation to customers based on guidelines in order to achieve the goal of first contact resolution * Develop and maintain effective, collaborative relationships with associates * Partner with support teams and management to onboard, facilitate training, knowledge share * Adhere to all Customer Care Guidelines * Perform oth