Under Armour, Inc.
Boise, ID, United States
Jul 12, 2022
Supervisor, Customer Service (Remote)
Date: Jul 12, 2022
Location: Remote, US
Company: Under Armour
Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.
The Supervisor, 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
Own the complete CSR life cycle through the following:
Participate in interviewing, selection, hiring, and training of employees.
Use quality monitoring data to track performance at both the team and individual levels.
Lead biweekly scorecard sessions for development and coaching.
Appraise performance, reward and discipline teammates.
Cultivate an environment of Customer Engagement that strives to create an “unrivaled service experience” across all communication channels.
Drive revenue via all communication channels by implementing “Sales through Service” model with an emphasis on maximizing up-sell and cross-sell opportunities.
Compile and analyze “Voice of the Customer” data that can be delivered back to the appropriate division of the business.
Resolve escalated customer issues pertaining to product, process or service deficiencies.
Collaborate with management team to design and support events and contests which build a positive team morale.
Develop recommendations to improve the customer service experience based on data, experience and industry trends.
Coordinate with peers to implement identified best practices and develop a communication strategy for delivery of time-sensitive information needed for all teammates to stay informed.
Identify product and process training needs, communicate with eCommerce Training Manager, and assist with coordinating training efforts.
Monitor ADP, PTO requests and Performance by completing the following:
Review and approve PTO requests within 96 hours of submission.
Track attendance and coach as needed.
Meet all performance management deliverables on time.
Inspire teammates to be accountable to each other and the business.
Address teammate concerns and resolve problems.
Represent the Brand with the utmost integrity while delivering unrivaled customer service.
Administers written policies and procedures for departmental operations, including Human Resource paperwork.
Supervisory Responsibilities: Customer Service Representatives and CSR Leads
Education And / Or Experience
At least 2 years of customer service experience
Prefer at least 1 year of people management experience
Proficient in Microsoft Office Programs
Return to Work Designation: Fully Remote
No relocation provided
At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Learn more about Under Armour’s COVID-19 response and Teammate vaccination policies here .
Under Armour, Inc.
Website : http://www.underarmour.com