Customer Service Supervisor

Abercrombie & Fitch Co. Columbus, OH
The Customer Service Supervisor will lead associates in delivering service excellence. They will oversee training, coaching, feedback delivery, and development of several customer-facing service representatives. This position will be responsible for assessing and measuring specific KPI's on the CS team to maximize performance of each team.

What Will You Be Doing?

* Managing schedules of multiple customer service representative teams

* Monitoring timing and attendance of CSR teams

* Responsible for the CSR team providing daily quality experiences to customers via measurable KPIs

* Developing team members through coaching and performance feedback, providing effective performance assessments, and establishing performance development plans

* Handling escalated customer inquiries and resolving issues that require additional resolution steps, presenting resolutions to managers, and exceeding customer expectations

* Identifying opportunities to optimize and improve workflows

What Do you Need To Bring?

* Microsoft Office experience (Excel preferred)

* In pursuit of or achieved (preferably) 4-year Bachelor's Degree

* Experience within customer service industry & passion for customer/service mentality is required

* Proven, measurable success in driving a team, delivering feedback

* Problem solving skills and ability to think outside the box are preferred

Abercrombie & Fitch is an Equal Opportunity Employer *LI-ME1


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