Overview

We are looking for a Seasonal Remote Customer Service Supervisor to help us ensure that our remote customer service team (8-10 people) is continually providing the highest level of service to our customers.  This seasonal position will begin in mid-October and end around Christmas.

About You

You will provide guidance and support to our remote customer service representatives who are assisting customers via phone, email, and chat. You’ll lead by example by motivating the team, remaining focused on problem-solving, and continually learning new things to elevate your performance. As a front-line leader, you’ll help us manage the department by identifying trends in contacts and helping agents handle complicated issues.

ABOUT US

UncommonGoods offers remarkable designs by independent makers, and we do it with a positive impact on people and our planet. Learn more about our products, B Corp certification, Better To Give program, and cool team members you might be working with.  Check out more about all the Good Stuff we do at UncommonGoods!

Primary Responsibilities:

  • Maintain high levels of customer service
  • Act as an advocate for our customers and be an empathetic problem-solver in all interactions
  • Provide leadership, guidance, and direction to our remote CSRs
  • Provide customers with product and service information
  • Actively contribute to building and supporting the contact center culture
  • Create, maintain and display a high-quality work environment so that team members are motivated to perform at their highest level
  • Provide on-the-spot coaching and feedback as necessary
  • Assist agents with complicated/escalated issues
  • Monitor workflow queues and ensure an appropriate allocation of resources within the team to complete work on time and efficiently
  • Provide regular direction and communication to employees so that all communication channels are answered in a timely, efficient and knowledgeable manner
  • Keep the senior leadership team informed of resource constraints that will impact the team’s ability to meet customer demand
  • Follow up with customer contacts where necessary
  • Maintain a positive work atmosphere that strengthens the team
  • Perform other duties and projects as assigned
  • Conform with and abide by all regulations, policies, work procedures and instructions
  • Use Zendesk, Talkdesk, Slack, and our order management system to help our customers

Skills & Qualifications:

  • High school diploma or GED
  • Associates degree a plus
  • Fluency in both written and spoken English
  • Must be legally able to work for a US company
  • 2+ years of leadership experience
  • 1+ years of remote customer service experience a plus
  • Prior experience of successfully coaching and leading remote teams of people
  • Extensive experience with problem-solving, de-escalation techniques, coordinating and executing issue resolution
  • Responsive and flexible, open to change in processes and ability to take and provide clear direction
  • Excellent customer service and interpersonal skills
  • Outstanding written and verbal communication skills
  • Excellent computer and internet skills
  • Self-motivated and able to learn quickly
  • Ability to utilize the computer and phone simultaneously with accuracy and efficiency
  • Ability to work independently and in a team environment
  • Ability to maintain a positive attitude when dealing with all customers and co-workers

Remote work location must meet the following requirements:

  • A space that contains a desk and a chair for working as well as a headset for taking calls.
  • Quiet work location so that during all shifts, callers and call auditors can’t hear other sounds that disrupt excellent service
  • Access to a reliable DSL internet connection and landline
  • Ability to work remotely from the same location for all shifts
  • Ability to resolve basic computer, internet and phone connectivity issues
  • Web cam for virtual interview and training

Schedule requirements:

  • Must be able to work between 9pm and 9am ET, including weekends and holidays
  • All remote team members are required to work at least 1 weekend shift per week
  • The Holiday season will run approximately through Christmas
  • Our remote team can expect to work between 24-40 hours per week, as business needs dictate
  • Schedules will be provided at least 2 weeks in advance
  • Option to attend paid 37-hour training session remotely from 10p-7a ET Monday through Friday or in person 2p-11p ET Monday through Friday

Company Perks:

  • Remote customer service supervisors will earn between $22.00 and $24.00 per hour, depending on experience
  • 40% discount on products we sell
  • Opportunities to earn incentive pay when the remote team meets performance goals

Sound like a good fit? To apply, please submit the following:

  • Resume
  • Cover letter