GC SUPPORT SUPERVISOR-SERVICE - Full-time / Part-time

POSITION PURPOSE
The GC Support Supervisor- Service identifies opportunities for process improvements that enhance the customer experience and/or increase efficiency. The GC Support Supervisor- Service supervises, trains, and coaches a team of 9-15 support department employees who perform support tasks for the customer engagement center, including handling escalated issues and order processing. Additionally, the team works with vendors to clear held orders, process credits, locate lost orders and/or follow up on order status and other functions that are not handled by telephone customer service specialists. The ideal candidate will possess relevant knowledge, skills and abilities to ensure service level objectives are met and that issues are resolved efficiently, effectively, and in a timely manner.
Blinds.com is the world s largest online window covering company, and we ve got a demonstrably awesome 20-year track record. From our open-floor office to our open-door ethos, our culture is rooted in improving, evolving and having fun. Most importantly, our team members are always inspired and ready for growth.

Why work here? Our entrepreneurial roots and maverick mentality, coupled with the resources and backing of the #1 home improvement retailer in the world, The Home Depot, is a unique opportunity for you to be a transformative retail disrupter. Plus, GCC is the world’s largest online window covering company, and we’ve got a demonstrably awesome 20-year track record. From our open-floor office to our open-door ethos, our culture is rooted in improving, evolving, and having fun (we’re pretty serious about cake, cook-offs, ping pong, meaningful work and exciting projects). Most importantly, our team members are always inspired, engaged, and ready for growth.

That means you’ll have the resources and the runway to create truly magical, out-of-the-box work. Moreover, you will play an important role in leveraging our culture, people, systems, processes, and technology — ultimately to provide incredible customer experiences, while growing business for GCC and The Home Depot. This is your chance to be part of something big, in a small start-up environment.

We’re ranked as one of The Top 5 Workplaces in Texas and have consistently won the following awards: The Best Place to Work in Houston (Houston Business Journal), Houston’s Top Workplaces (Houston Chronicle) and Houston’s Best and Brightest.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
30%-Supervise all aspects of performance management activities for customer support department team

20%-Develop process to handle escalated issues and ensure SLA s are met

20%-Collaborate closely with analytics team to develop performance metrics, SLAs and reporting for escalation team, order processing team and follow-team

10%-Prepare and administer monthly one-on-one meetings with team members to connect and communicate

10%-Work closely with IT/EDI teams to ensure that order details flow through system correctly

10%-Partner with CEC supervisors and leads and other stakeholders to ensure needs are met

NATURE AND SCOPE
This position reports to Sr. Director - Service
This position has 10 direct reports

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 3 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:
Prior experience in a supervisory role or lead role preferred
The knowledge, skills and abilities typically acquired through the completion of an Associate's degree program or equivalent degree in a field of study related to the position

Knowledge, Skills, Abilities and Competencies:
Demonstrated problem solving skills and ability to assist members when their needs are not always clearly defined
Ability to analyze and improve processes
Ability to create and implement action plans
Excellent Communications skills ? both written and verbal
Accountability skills for yourself as well as direct reports
Must demonstrate exemplary organizational skills
Ability to carry out tasks independently