Case Initiator Supervisor

Overview

The Customer Service Case Initiator Supervisor will oversee a team of case initiators responsible for handling customer inquiries and issues, ensuring that cases are efficiently processed and resolved. The supervisor will lead by example, offering guidance and support to the team while maintaining a focus on exceptional customer service. This role requires a strong leader who is proactive, solution-oriented, and has a keen eye for process improvement.

The supervisor will ensure the team adheres to best practices in case initiation, problem resolution, and customer communication to maintain high satisfaction levels.

• Team Leadership: Lead, mentor, and manage a team of Customer Service Case Initiators. Provide ongoing coaching and training to ensure team members are equipped with the tools and knowledge to handle customer cases effectively and efficiently.
• Case Initiation Oversight: Supervise the intake process to ensure that cases originating from customers, including delivery drivers, are routed to the appropriate path for expedited resolution. Ensure accurate and timely entry of case details into the customer service management system.
• Customer Communication & Escalation: Monitor and guide team members in communicating with customers via phone, email, and chat. Handle escalated cases that require higher-level problem-solving or special attention.
• Case Management Supervision: Oversee the monitoring of case progress, ensuring timely follow-up and resolution. Ensure that team members are coordinating effectively with internal departments such as sales, delivery, and inventory.
• Problem Resolution & Decision-Making: Provide support in analyzing complex cases and make decisions regarding the appropriate resolution paths. Ensure that team members are resolving issues with a customer-focused approach.
• Documentation & Reporting: Ensure all case documentation is complete, accurate, and up-to-date. Prepare and present regular reports on team performance, case trends, and customer feedback.
• Customer Advocacy: Act as a role model for customer advocacy, ensuring team members address customer concerns promptly, empathetically, and professionally. Maintain a high level of customer satisfaction by ensuring issues are resolved efficiently.
• Performance Monitoring: Establish performance metrics and KPIs for the team, track progress, and provide feedback. Conduct performance evaluations and identify areas for improvement.

• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Advanced problem-solving abilities and attention to detail.
• Proficiency in Microsoft Office Suite and customer service management software.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Exceptional organizational, time-management, and decision-making abilities.

• Customer-focused with a positive and empathetic attitude.
• Team player with a collaborative approach.
• Proactive and self-motivated with a strong work ethic.
• Collaborative team player with a commitment to continuous improvement.

This job is an onsite position that operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

• Education:
  
  High school diploma or equivalent required; associate's degree or higher preferred.
• Experience:
  
  Minimum of 3-5 years of experience in a customer service role, preferably in a retail or furniture industry environment.