Customer Service Supervisor

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Customer Service SupervisorFounded in 1992, Smarthome, Inc. (www.smarthome.com) is the world's leading designer, manufacturer and online retailer of home automation products. Smarthome provides products in lighting control, whole-house automation, security and surveillance, home entertainment, gadgets and pet care. Smarthome's mission is to 'make life more convenient, safe and fun.' Located in Irvine, California, our goal at Smarthome has been to offer homeowners and contractors the widest selection of affordable electronic home improvement products possible. Although many aspects of our business have changed over the last decade, like the addition of our comprehensive website and development of proprietary products from Smarthome Design, our commitment and dedication has remained the same: to be the one-stop source for products that make life more convenient, safe and fun. Today, we offer over 5,000 products, including sophisticated lighting systems, security systems, digital home wiring systems, smart appliances, home automation controllers, home networking, home theater and more. We are seeking a professional, experienced Supervisor to raise the bar and create success within the Customer Service Department in our Call Center. Smarthome has an established customer base with a reputation for 'above and beyond' customer service. This role is an extremely important part of our organization.Responsibilities:
  • Supervise and direct the activities of our Customer Support group
  • Create and administer training to call center personnel to ensure proper methods of effective customer support, including policies and procedures, product knowledge, etc.
  • Lead by example and provide assistance to staff to ensure company core values are practiced with both internal and external customers
  • Drive the Customer Support Team to achieve monthly service objectives such as sales goals, answer rates, product promotion, etc.
  • Maintain high level of service quality and standards by analyzing and effectively resolving quality and service related problems; identifying trends and making the necessary corrections
  • Able to identify and recommend system or procedural improvements
  • Perform live and recorded call monitoring sessions to ensure all quality assurance guidelines, and to provide mentoring/coaching with all call center personnel
  • Complete semi-annual performance evaluations on all direct reports
  • Effectively demonstrate people management skills with personnel coaching, skill development, and quick and effective conflict resolution
  • Responsible for employee hiring, new hire training, and terminations
  • Motivate and drive for success through creation, implementation, and management of performance based recognition programs
  • Maintain daily, weekly, monthly, and yearly call center metrics performance data
  • Monitor queues to ensure call volumes and effectively and properly managed
  • Maintain Customer Support budget
  • Employee shift scheduling
  • Other projects as assignedExperience Required:
  • Strong leadership skills
  • Internet Savvy; experience with online shopping
  • Ability to motivate, and create the need/desire to achieve success
  • Excellent time management skills; ability to prioritize and get the job done
  • Ability to accurately determine customer satisfaction
  • Superior communication (verbal and written) and problem resolution skills
  • Ability to predict problematic situations, make recommendations, and take preemptive measures
  • Bachelors Degree within an equivalent or related industry
  • Minimum one year working within Customer Support, actual call center experience preferred
  • Superb oral and written communication skills; used often with high profile customers and the executive management team within our company
  • Solid knowledge or related experience to call center operations
  • Flexibility to changing situations due to growth, etc.Benefits:
  • Medical & Dental Plans
  • 401(k)
  • Flexible Spending Account
  • Life Insurance
  • Long-Term Disability
  • Wellness Program
  • Voluntary Vision Plan
  • Friendly, casual environment with emphasis on teamwork
  • Significant employee discountsPlease forward your resume, along with your salary requirement (or history) to dgorajia@smarthome.com. Please make your subject line: Customer Service Supervisor.Smarthome is an equal opportunity employer.



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