Summary/Objective

The Call Center Supervisor is responsible for performing and overseeing data entry functions, including entering, updating, researching, verifying, and retrieving data across multiple systems while ensuring the accuracy and confidentiality of all information. This role also involves answering company phones and appropriately directing calls to the correct personnel or departments. The supervisor provides direct customer support by answering questions, researching products, placing orders, and utilizing the company’s online chat system. In the absence of the Web Manager, the Call Center Supervisor will assume full management responsibilities, ensuring continuity of operations and team oversight.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Answer customer phone calls and respond to customer inquiries via the ecommerce website chat in a professional and timely manner.
2. Provide accurate information to customers by verifying requests, answering questions, and addressing customer needs with a high-level of service.
3. Ensure each customer receives outstanding customer care by demonstrating thorough product knowledge and applying all components of effective customer service.
4. Assist with troubleshooting issues related to online orders, payment processing, or website navigation, escalating concerns to the Web Manager as necessary.
5. Initiate customer claims for missing or damaged packages by gathering all required information, completing claim forms, and forwarding documentation to the Web Manger as needed.
6. Keep up to date on current sales, available services, upcoming store events, and advertising to ensure accurate communication with customers.
7. Assist in notifying the appropriate department of out-of-stock items or products.
8. Gather information from multiple sources to prepare and enter items for the ecommerce website.
9. Maintain and enhance product knowledge by participating in educational opportunities, including vendor training and independent product research.

Competencies

1. Verbal and written communication Proficiency
2. Customer focused
3. Flexibility
4. Organizational skills
5. Teamwork orientation
6. Technical capacity
7. Attention to detail
8. Time management
9. Problem solving

Supervisory Responsibility

This position will assist in managing and mentoring the Web Department employees under the direction of the Web Manager.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, file cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The employee is frequently required to sit for long periods of time. This job requires the employee to lift at least 25 pounds infrequently.

Position Type/Expected Hours of Work

This is a full-time position. Occasional evening and weekend work may be required as job duties demand.

Travel

No travel is expected for this position.

Required Education and Experience

High school diploma or G.E.D certificate. 2-3 years of administrative experience.

Preferred Education and Experience

A bachelor’s degree in related field. Experience of management in digital, customer service, or administrative support roles.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Care-A-Lot Pet Supply is an Equal Opportunity Employer