Customer Care Manager

## Customer Care Manager

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences.

## **What We Offer**

• Competitive salary: $50,000–$65,000
• Weekly pay
• Paid Time Off
• Comprehensive medical, dental, and vision insurance
• 401(k) with 4% company match
• Life insurance, short-term and long-term disability, and hospital indemnity coverage
• Employee furniture discounts
• Extensive training and professional development opportunities
• Career advancement opportunities within a growing company

## **Position Summary**

The Customer Care Manager is responsible for providing day-to-day leadership, operational oversight, coaching, and support for Level 1 and Level 2 call center representatives. This role ensures proper phone coverage, adherence to company policies and procedures, and a high level of customer satisfaction through effective communication and problem resolution.

## **Core Knowledge & Qualifications**

• Strong understanding of call center operations and workflow management
• Knowledge of how call center functions impact overall business performance
• Furniture industry knowledge and repair terminology preferred
• Ability to build relationships and collaborate with leadership and cross-functional teams
• Strong analytical, organizational, and communication skills

## **Key Responsibilities**

• Provide real-time coaching, mentorship, and support to Level 1 and Level 2 representatives
• Monitor call center activity, including agent availability, hold times, escalations, and scheduling
• Ensure adequate phone coverage by managing breaks, lunches, and schedule adjustments
• Handle Level 3 customer escalations using established de-escalation procedures
• Conduct team huddles, refresher training, and product training sessions
• Accurately perform all operational functions within the call center
• Complete required reports and operational documentation
• Communicate personnel, workflow, morale, or process concerns to the Call Center Manager
• Participate in leadership meetings, quality assurance reviews, and process improvement initiatives
• Provide immediate coaching and corrective feedback when necessary
• Mentor Level 2 team members in preparation for future leadership opportunities
• Remain available to support staff throughout operating hours
• Perform additional duties as assigned

##
## Qualifications
**Required Skills & Competencies**
### **Leadership & Supervision**

• Ability to lead, motivate, and coach a team in a positive and professional manner
• Skilled in providing real-time operational guidance and support
• Leads by example while fostering a collaborative and growth-oriented environment

### **Customer Service & Conflict Resolution**

• Strong customer service background with the ability to professionally manage escalated customer concerns
• Effective negotiation and de-escalation skills while maintaining company standards and customer satisfaction

### **Communication**

• Excellent verbal and written communication skills
• Ability to research issues, validate concerns, and communicate findings and recommendations clearly to leadership

### **Time Management & Organization**

• Ability to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environment
• Strong attention to detail and ability to adapt quickly to changing business needs

### **Continuous Improvement**

• Ability to identify operational or personnel trends that require review and collaborate with management on action plans and process improvements

### **Technology Skills**

Basic knowledge of, or ability to learn

• Microsoft Office Suite and Microsoft 365
• SharePoint, Outlook, and Teams
• RingCentral and RingCX
• Paycom, iConnect, and Storis

## **Authority & Decision-Making**

• Act on behalf of the Call Center Manager during manager absences for customer-related concerns
• Provide immediate operational coaching and guidance to staff
• Deliver verbal warnings in coordination with the Call Center Manager
• Adjust call center schedules as needed to maintain adequate coverage

*T&T Distribution and Ashley Furniture are committed to providing a safe, inclusive, and supportive workplace for all employees. We value professional growth and offer competitive compensation, strong benefits, and opportunities for advancement.*

*If you are passionate about leadership, customer service, and team development, we encourage you to apply today. Please submit your resume and cover letter outlining your relevant experience and qualifications.*