Customer Service Supervisor

Job Summary

PetPlace is seeking a Supervisor, Customer Service (Lost Pet Recovery) who will report to the Director, Sales & Service. The Supervisor oversees planning, directing, managing, and evaluating team performance to ensure customers receive a high level of service.

Main Responsibilities

• Supervises customer service staff in their day-to-day operations.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Supports leadership in staff recruitment, interviews, and training staff on procedures and job-related functions.
• Assists with monitoring and ensuring quality control of assigned staff.
• Acts as an escalation point for resolving difficult customer issues.
• Tracks and reports performance against objectives and goals.
• Assists in producing and analyzing statistics, including identifying trends and insights.
• Performs other duties and responsibilities as assigned.

Qualifications

• High School Diploma or equivalent
• 6 years’ relevant work experience in a leadership role
• Associate’s Degree or equivalent work experience
• Experience with change management preferred

Expected Hours of Work

• This is a full-time position: Days and hours to be determined by needs of business.
• The Lost Pet Recovery department works 7 days a week, 365 days per year

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)