At American Signature Inc., we believe everyone has the right to a well-furnished life. Every day, our customers embark upon their personal style. To that purpose, we are committed to providing our customers with an easy and fun furniture shopping experience. The Customer Service Supervisor is critical in ensuring we meet that goal. This person assists the Manager of Customer Care with leading a team to ensure they are giving our customers a positive experience and meet both department and company goals.

Why you want to join our team:

Join a historic, family-owned business that has helped furnish the lives of customers for more than 70 years

Comprehensive medical, dental, and vision benefits

401K plan

Growth. Our team members are encouraged to develop and move into more challenging roles as their career progresses.

Employee discounts at our affiliate brands which include– Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters

The Customer Service Supervisor will:

Demonstrate Our Values: Serve Others and Own It

Assist in fostering an energetic and positive working environment

Lead by example with a positive attitude (and smile!)

Support with all stages of the talent lifecycle inclusive of recruiting, onboarding, developing, and retaining a team

Lead all team members to meet service level and performance goals by ensuring coverage, routing of customer requests to the appropriate team members and handling high escalation complaints

Coach team members, stores, and cross-functional partners

Recognizes performance

Develop strong relationships with Customer Care, Home Office, Delivery Operations, stores, and vendors.

Analyze reports to gain insight, identify solutions and create an action plan for continuous improvement

Write formal responses for complaints filed through the Better Business Bureau and Attorney General

Answer calls, engaging in chat-initiated conversations, replying to emails, phone messages, and mail from customers and/or company, while representing our Brand

Ideal Candidate will have, among other skills and abilities:

Experience leading a team remotely

Service mindset

Technical skills above average- systems, spreadsheets and shared documents are daily functions

Flexibility to cover evenings and weekends

Excellent Change Management capabilities

Select, develop, and retain top talent

Ability to make decisions quickly for our customer and business

Remain calm under pressure

Ability to anticipate and plan

Flexible to shifting priorities and a changing environment

Clear verbal and written communication skills

Ability to manage time and prioritize

Read customer cues, provide solutions while representing the company

Proven track record of influencing

High school diploma or general education degree (GED); or equivalent combination of education and experience

Genesys Pure Cloud experience is a plus

Strong Microsoft skills (excel, word, Office 365)

American Signature Inc.

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Customer Service Supervisor