Spvsr, Customer Solutions

Spvsr, Customer Solutions

Overall Job Summary

This position is responsible for overseeing the day-to-day activities and production of the Customer Solutions Center (CSC) Team, which offers support and resolution for stores, in-store customers, and online customers. The Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for team members and customers. He/she coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Tractor Supply Company Brand. The Supervisor also works closely with the Director, Customer Solution Center to establish a feedback rich environment for individual team member growth and development.

Essential Duties and Responsibilities (Min 5%)

• Serve as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assign tasks as appropriate; notify Director, Customer Solutions Center of issues/trends as appropriate.
• Ensure service levels are maintained, manage escalation procedures, and address calls requiring escalation or call back.
• Monitor and audit communications from team members to customers and stores ensuring productivity, process, and quality assurance; provide direction, correction, and counsel to team members as appropriate.
• Supervise Team Member adherence to work schedules according to budget, workload, and business objectives.
• Observe and evaluate team members' performances and complete performance reviews and individual training, improvement, and development plans.
• Monitor and ensure queue watch procedures and triggers are followed by the team to ensure team and team member performance.
• Confirm that Team Members are completing training within set timeframe to maintain product/process knowledge and proper interaction handling in an effort to provide Legendary customer service.
• Participate with the CSC Director in the recruiting, interviewing, and hiring process.

Required Qualifications

Experience:

• Customer service/call center experience.
• Experience or familiarity with the "Out Here" Lifestyle of the Tractor Supply Customers.
• Experience with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (preferred)
• Store operations, retail, and customer service experience.

Education: High school diploma. College degree or equivalent in training or experience preferred. Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Must possess basic computer skills and strong knowledge of Microsoft Office Suite.
• Must have the ability to work as a part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers.
• Must have call logging/ticketing experience (HEAT, Remedy, or similar).

Working Conditions

• Normal office working conditions
• Must be able to work some nights and weekends

Physical Requirements

• Sitting
• Standing (not walking)
• Lifting up to 10 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.

Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.

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