Supervisor, Customer Service (Remote)

Position Summary

The Supervisor of Ecommerce Customer Service is responsible for leading, coaching, and developing the customer service team in all communication channels, including phone, chat, email, and social media. You will be accountable for the entire experience of both the Customer and the Customer Service Representative. This role requires schedule flexibility for both evenings and weekends. This is an opportunity to be part of a great success story as Under Armour continues to impact the business like no other company has.

Essential Duties & Responsibilities

• Represent the Brand with the utmost integrity while delivering unrivaled customer service.
• Lead biweekly scorecard sessions for development and coaching.
• Use quality monitoring data to track performance at both the team and individual levels.
• Track attendance and coach as needed.
• Monitor ADP, PTO requests, and Performance by completing the following:
• Inspire teammates to be accountable to each other and the business.
• Review and approve PTO requests within 96 hours of submission.
• Own the complete CSR life cycle through the following:
• Cultivate an environment of Customer Engagement that strives to create an “unrivaled service experience” across all communication channels.
• Develop recommendations to improve the customer service experience based on data, experience, and industry trends.
• Drive revenue via all communication channels by implementing a “Sales through Service” model emphasizing maximizing up-sell and cross-sell opportunities.
• Resolve escalated customer issues about product, process, or service deficiencies.
• Identify product and process training needs, communicate with eCommerce Training Manager, and assist with coordinating training efforts.
• Administers written policies and procedures for departmental operations, including Human Resource paperwork.
• Coordinate with peers to implement identified best practices and develop a communication strategy to deliver time-sensitive information needed for all teammates to stay informed.
• Collaborate with the management team to design and support events and contests, which build positive team morale.
• Address teammate concerns and resolve problems.
• Participate in interviewing, selection, hiring, and training of employees.
• Compile and analyze “Voice of the Customer” data to be delivered to the appropriate business division.
• Meet all performance management deliverables on time.
• Appraise performance; reward and discipline teammates.

Supervisory Responsibilities

• Customer Service Representatives
• CSR Leads

Qualifications (Knowledge, Skills & Abilities)

• Intermediate level of proficiency with PC software.
• Exceptional oral, written, and interpersonal communication skills, including the ability to summarize and present information to influence various organizational levels.
• Ability to evaluate processes and recommend changes that result in a greater opportunity for goal achievement, enhanced usage, or increased efficiency.
• Ability to excel in a fast-paced team environment, adapt to shifting urgencies, manage multiple priorities, and meet deadlines.
• Proven leadership abilities, including experience with training and/or coaching, delivering feedback, goal setting, and performance evaluation.

Education And / Or Experience

• Proficient in Microsoft Office Programs
• Bachelor's degree
• At least 2 years of customer service experience
• Prefer at least 1 year of people management experience

Other Requirements

Base Compensation Range: $61,504 - $84,569

This position is remote

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