Customer Care Supervisor

Job description

**Our Story** We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. We're backed by 120+ years of Andersen craftsmanship, and we're not just filling a role. We're looking for someone to grow with us. At Renewal by Andersen, we are committed to delivering an exceptional home improvement experience from start to finish. The **Customer Care Supervisor** plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of escalation for complex customer matters. This position balances team leadership and operational oversight. You'll lead a team of 10-15 Customer Care Coordinators in a collaborative, in-office environment focused on accountability and delivering a best-in-class customer experience. This role reports directly to the Customer Care Manager, who provides guidance on coaching, training, and policy decisions. ### What's in it for You? - **Competitive Compensation:** Salary ranging between $60,000-$70,000 based on experience and leadership background. - **Comprehensive Benefits Package:** Health, dental, vision, and long-term disability coverage. - **401(k) with Company Match:** Competitive company contributions to support your financial future. - **Paid Time Off & Holidays:** Generous PTO and 6 company-paid holidays to promote work-life balance. - **Collaborative Culture:** Be part of a supportive, team-oriented environment focused on service excellence. ### Responsibilities - **Lead & Develop Team:** Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence. Provide coaching and performance feedback in partnership with the Customer Care Manager. - **Performance & Quality Management:** Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation, and proactively address performance trends. - **Escalation & Issue Resolution:** Serve as the primary point of contact for complex or high-impact customer concerns, including returned product investigations. - **Talent Support:** Assist with hiring, interviewing, onboarding and training new team members. Identify training needs and partner with the Customer Care Manager to address them. - **Cross-Functional Collaboration:** Partner with Accounting, Production, Sales, and other departments to resolve customer matters effectively. - **Team Engagement & Culture:** Promote morale, accountability, retention, and a positive team environment. - **Process Improvement:** Continuously evaluate and improve operational processes; occasionally conduct job site visits for team training purposes. - **Additional Support:** Step in to support Customer Care I-III responsibilities and perform other duties as assigned. ### Qualifications - **Experience:** 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred. - **Customer-Centric Mindset:** Strong understanding of the customer lifecycle and ability to balance customer experience with business objectives. - **Communication & Conflict Resolution:** Excellent written and verbal communication skills with the ability to de-escalate concerns and protect company interest. - **Critical Thinking & Decision-Making:** Proven ability to assess complex situations, exercise sound judgment, and implement effective solutions in time-sensitive environments. - **Organization & Execution:** Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting. - **Industry Experience (Preferred):** Background in construction, home improvement, customer success, or project/process improvement environments. Project management experience is a plus. ### Technical Skills & Work Requirements - **Systems & Software:** Proficient in Microsoft Office Suite and communication platforms; intermediate experience with Salesforce, including reporting. - **Operational Knowledge:** Understanding of Accounts Payable/Receivable processes and customer experience metrics such as Net Promoter Score (NPS). - **Physical Requirements:** Ability to sit or stand for extended periods, perform repetitive hand movements, frequently use phone and computer systems, and occasionally bend or lift up to 50 lbs. - **Professional Resilience:** Ability to manage personal stress and foster a positive, professional team environment. - **Work Environment:** Full-time, in-office, business casual role.