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HD Supply Supervisor, Customer Care in New Braunfels, Texas

Job Summary

Oversee the day-to-day operations and supervision of the Customer Service team.

Major Tasks, Responsibilities, and Key Accountabilities

  • Coaches Customer Service team to meet or exceed minimum performance standards. Supervises customer service resources to minimize customer wait time. Ensures that customer services are provided including answering customer inquiries, providing customers with information, and resolving routine to moderately complex problems.

  • Monitors call-waiting times and adjusts schedules as necessary to provide adequate coverage during peak volume periods.

  • Monitors, coaches, and educates team regarding department incentive and initiative program(s).

  • Works with associates and customers to solve problems and ensure customer satisfaction.

  • Maintains individual and department productivity reports, publishing daily, weekly, monthly, and year-to-date statistics.

  • Participates in the administration of personnel issues including interviewing and recommendations for hire, performance management, and training and development of assigned staff. Trains and mentors new Customer Service staff on all operational procedures, product lines, sales and service standards and the training checklist.

  • Creates and maintains product and customer master files in the system.

  • Responsible for taking escalated calls.

Nature and Scope

  • Experience provides solutions.

  • Ensures that work is performed consistently with company policies and procedures.

  • Leads a group or team of support, craft, or lower level professional associates.

Work Environment

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

  • Typically requires overnight travel less than 10% of the time.

Education and Experience

  • Typically requires BS/BA in a related discipline. Generally 5+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.

Req ID R22000274

Functional Area Customer Service

Position Type Regular

HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.