Customer Service Supervisor (Member Care Supervisor)

Customer Service Supervisor (Member Care Supervisor)

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Job Description

Cricutis seeking a talented Customer Service Supervisor capable of driving change in our Member Care organization. We refer to our Customers as Members. The right candidate will enjoy multi-tasking in a fast-paced environment. This position entails supervising representatives engaged in handling inbound and/or outbound member service calls onsite and remotely. We’re looking for a passionate individual, that also has experience motivating and challenging employees to continuously improve and provide an excellent experience for every customer.

• Monitor activities of representatives to ensure maximum efficiency of the team
• Recruit, mentor and develop member service agents and cultivate an environment where they can excel through encouragement and empowerment
• Drive people,process, and technology initiatives to optimize the member and agent experience end-to-end
• Ensure that policies and procedures are adhered to and call/contact standards are met
• Handle and resolve escalated member complaints and issues
• Ensure adherence to work schedule
• Evaluate staff performance and administer disciplinary actions consistent with company policy

Qualifications

• Associates degree and 3+ years of customer service or related experience required, or an equivalent combination of education and experience

• 2+ years of supervisory or management experience in Customer Service or Technical support

• Experience working with Workforce Management software, databases and tools

• Track record of coaching and development skillsproducing tangible positive outcomes

• Advancedtechnicaltroubleshootingskills

• Ability towork anyschedule that may be assigned – this could include nights and/or weekends

• Preferred:

• Spanish/Portugueselanguage skills

• Bachelor's Degree

• Experience working with Consumer Electronics products

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire.Cricutparticipates in E-Verify.

Additional Information

Please attach your resume including links to your portfolio where applicable. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information!

At Cricut®, we celebrate inclusion and diversity. Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines. Cricut participates in E-Verify.