Mattress Firm is pleased to announce the opening of the Assistant Manager, Customer Care position at our Corporate Customer Support Center! This role is responsible for supervising a team of service support agents to ensure excellent service is provided to all customers.
Essential Responsibilities
Supervises a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily work load to ensure required service volume and quality levels are attained.
Trains and coaches staff in standard policies, procedures, and best practices.
Identifies opportunities for operational improvements and implements solutions.
May monitor staff performance and have responsibility for hiring and performance appraisal.
Education
High School diploma or equivalent preferred
Bachelor’s Degree Business, related field, and/or equivalent experience preferred
Professional Experience3+ Years Call Center or Support Center Experience required
1+ Years Call Center Lead or Supervisory Experience required
Skills List Up holds Mattress Firms core values: Service, Passion, Integrity
Interpersonal: Seeing things through to the end
Interpersonal: Understand and manage your own and others’ emotions
Management and Leadership: Skillful in creating a strategic vision and motivating others to achieve excellence in performance.
Management and Leadership: Effectively guide team-members to achieve or complete goals and tasks.
Management and Leadership: Implement team spirit, encourage team collaboration, identify hidden strengths of individual and team, encourage all team members to express suggestions and ideas and to find own creative solutions for upcoming problems.
Management and Leadership: Being open and approachable to build goodwill, positivity, and loyalty with team members
Management and Leadership: Adept at using information, ideas and influence to affect a desired outcome.
Communication: Skilled in exchanging information through verbal, written or non-verbal cues.
Communication: Effectively manages and resolves conflict in a positive way
KnowledgeMicrosoft Office Products
Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!
DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY
Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
