Supervisor of Consumer Product Quality
Schwan's Home Service is hiring a Consumer Product Quality Supervisor based in Marshall, MN. This position is responsible for delivering a professional, consistent, quality experience while handling consumer and customer related issues, agent training and day to day oversight for Schwan’s Home Service.
The Consumer Product Quality Supervisor works within the Consumer Care department of Schwan’s Home Delivery and is responsible for resolving customer concerns and complaints through direct phone contact and written email correspondence.This individual will also assist with training and day to day oversight of the agents.The Supervisor is entrusted with emulating the Schwan’s brand as they effectively and efficiently resolve each issue. They are expected to delight their customer by communicating exceptional solutions in a courteous and timely manner. Every customer interaction should be viewed as an opportunity to further differentiate Schwan’s Home Service from our competitors by offering services and solutions that satisfies the customer's needs while reinvigorating and rejuvenating the customer experience. Additionally, the Consumer Product Quality Supervisor will compile information from each customer interaction into a reporting system as well as compile daily and weekly reports for management.
·Lead a team of 3 to 5 individuals responsible for service customers through email and phone.
·Serve as primary point of contact and resolution for escalated issues
·Handle consumer or customer calls received from agitated individuals who demand to speak to a superior or manager
·Support product, promotional and payment concerns, customer retention efforts, and scheduling
·Communicate with consumers and customers via telephone and email through the use of a guided script
·Research, retrieve and analyze customer information to recommend and implement actionable steps in the resolution of issues
·Maintain accurate collection and documentation of feedback from all parties contacted, internal and external, minimizing risk and liability to Schwan’s Home Service
Education:High School diploma or equivalent
Years of Related Experience:5 or more years of Customer Service and/or Product Quality Experience
·Positive attitude, enthusiasm, professionalism, strong work ethic with high level of integrity and ethics, and alignment with Schwan’s values
·Strong leadership, motivational, and coaching skills with the ability to drive results and develop highly engaged employees.
·Familiar with digital assets (dotcom and mobile) Intermediate proficiency in the operation of a personal computer in a Windows environment to include the Microsoft Office Suite and Outlook
·Problem solving skills to quickly resolve escalated customer issues
·Work well under pressure, be able to juggle many issues/projects simultaneously
·Ability to build rapport and trust with customers and agents to efficiently and professionally resolve complex customer issues through appropriate channels
Schwan’s Home Service is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, age, race, color, religion, gender, vet status, national origin or other protected class.