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CSC - Customer Accounts Supervisor (1st Shift)- West Chester, OH location

Job ID 0819304
CSC – Customer Accounts Supervisor
1st Shift – Monday - Friday
*Onsite position based in West Chester, OH*
Business Unit Summary

Be a part of the dynamic Operations Management team within our Customer Service Department.  CSC Customer Accounts Supervisor will provide excellent internal and external customer service to include commitment to service level, quality, and productivity while maintaining company policies and procedures.

A Day in the Life
Manage the daily performance of the Customer Accounts teams of up to 30+ agents ensuring service levels, quality, and productivity standards are met.
Ability to coach and develop direct reports to meet and exceed call center goals.
Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility.
Monitor, review calls and emails, coach, and provide specific feedback to associates to meet performance requirements including quality, productivity, attendance, compliance, and related disciplinary issues.
Maintain excellent working knowledge of company policies and procedures.
Troubleshoot and assist in resolution when systems are not functioning to minimize impact to customers
Support the service monitor, training department, SRT team and other service support areas as needed.
Support business and brand initiatives as it relates to customers and our contact center.
Review and support our Net Promoter Scores to enhance the customer experience.
Proficient with quality guidelines and the AQM software.
Maintain relationships and open lines of communication with all call center partners (Brand Customer Service, drop ship and retail teams; Cornerstone Warehouse teams, Cornerstone transportation team, Accounting Teams for all brands, and 3rd party vendors (HSN, SkyMall etc…), CMS Team.
Must Haves:
 
Demonstrated excellent coaching ability
Excellent written and verbal communication skills.
Flexibility to work days or nights as needed.
Demonstrated skills in MS Word, Excel, PowerPoint, and ability to use the ACE system.
Excellent organizational and time management skills.
Must have good attendance and demonstrate the ability to function as a reliable member of the operation.
Must be able to multi-task in a fast paced environment while completing core responsibilities and other duties as assigned.
Prior management experience
 
Nice to Haves:
 
Certified in Heart of Coaching
Prior management experience in a contact center environment
Knowledge of the various functions contained within the Customer Accounts department

Candidates will be considered in totality of their skills and experience versus strict interpretation of “must haves."
 

Why Cornerstone Services?

 

Cornerstone Services offers expertise and corporate support across the five Cornerstone Brands. These shared services include Information Technology, Digital Commerce, Customer Care, and Distribution. Our team members enjoy a competitive benefit program including health and retirement plans, merchandise discounts, volunteer days, and more. We encourage growth and development across the company. Most importantly, we have fun.

 

Follow Cornerstone Careers on Facebook:

 

www.facebook.com/cornerstonecareers.net. To learn more, visit www.cornerstonecareers.net.

 

About Cornerstone

 

Cornerstone is comprised of five interactive, aspirational home and apparel lifestyle brands: Ballard Designs, Frontgate, Grandin Road, Garnet Hill and Improvements. Cornerstone operates separate ecommerce sites for all the brands, distributes more than 265 million catalogs annually, and has 16 retail and outlet stores.

 

The Cornerstone brands are part of Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB), which includes QVC, HSN, zulily and the Cornerstone brands (collectively, “Qurate Retail Group”), as well as other minority investments.  Qurate Retail Group believes in a third way to shop -- beyond transactional ecommerce or traditional brick-and-mortar stores -- and is #1 in video commerce, #3 in ecommerce in North America and #3 in mobile commerce in the U.S. (according to Internet Retailer). For more information, visit www.qurateretailgroup.com.

 

About Qurate Retail, Inc.

 

Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB) is comprised of eight leading retail brands – QVC, HSN, zulily, Ballard Designs, Frontgate, Garnet Hill, Grandin Road and Improvements (collectively, “Qurate Retail Group”) – all dedicated to providing a ‘third way to shop,’ beyond transactional ecommerce or traditional brick-and-mortar stores. Globally, Qurate Retail Group is #1 in video commerce, reaching approximately 370 million homes worldwide via 16 television networks and multiple ecommerce sites, social pages, mobile apps, print catalogs, and in-store destinations, and is #3 in ecommerce in North America and #3 in mobile commerce in the US. Qurate Retail, Inc. also holds minority interests in ILG and FTD as well as various green energy investments.

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