CUSTOMER SERVICE SUPERVISOR


Customer Service Supervisor

Weissman® Theatrical Supplies Inc. of Saint Louis, MO is looking to hire a full-time salaried Supervisor. Do you have the ability to work in a fast-paced, dynamic, and collaborative team environment? Are you able to foster teamwork by demonstrating trust, confidence, and commitment in actions and decisions to create a supportive, respectful, customer-focused work environment?

You’ll have access to competitive benefits, an employee centric culture and a wonderful work family. This position offers a competitive wage which varies with experience.

Position Purpose: Lead a team of 14-18 members to support our company mission to Love our customers by offering superior service so they choose Weissman for their dancewear and costume needs.



  • Mentor employees and instill a customer first attitude to support the most important part of this role which is to Love Our Customers!

  • Support staffing opportunities by assisting with hiring, onboarding and training

  • Identify opportunities for employee development and provide monthly performance summaries

  • Create an environment where work is celebrated and employees are acknowledged

  • Regularly work to provide Help Desk support to guide employees through the decision making process and ensure they understand what is expected

  • Identify training gaps and communicate them with the employee

  • Handle escalated calls to ensure customer satisfaction

  • Your team will spend 85% of their time working with customers over the phone during our peak which is January through May.

Education and Experience: A college degree in a related field or equivalent work experience. 2+ years in a supervisor role or demonstrated success in a lead position with decision making opportunities.

Benefits: We offer a rich benefits package including health insurance, dental, a 401(k) plan with a generous match, flexible spending account, tuition reimbursement, paid-time-off (PTO), and paid holidays.

WHAT YOU WILL DO

Leadership

Provide direct supervision, mentoring and coaching for a team of approximately 12-15 Customer Service Representatives

Assist with communication of key learning initiatives and business updates through team meetings, huddles, and email

Monitor daily attendance to make necessary changes in staffing

Manage team dynamics to support a positive work environment

Assist with hiring, onboarding, training and employee development

Create and maintain strategic partnerships with other departments in order to solve problems, share customer communication and keep informed on new initiatives

Recommend and initiate process and policy improvements to ensure that Weissman excels in providing excellent customer service

Participate in industry events where customers are in attendance and our brand is highly visible

Participate in special projects and committees

Employee Development

Conduct performance evaluations that are constructive and timely

Ensure call quality expectations are achieve by regularly listening to team calls and providing employee feedback

Facilitate healthy conversations when a QA score is disputed

Provide support for team members, as needed, to address their unique needs

Love the Customer

Recommend and initiate process and policy improvements to ensure Weissman excels in providing excellent customer service

Listen to team calls and provide quality feedback

WHAT YOU NEED TO BE SUCCESSFUL

Strong organizational, communication and problem resolution skills

Foster a culture of success and quality through driving results

Effective time management

Strong facilitation and coaching skills

Ability to break down complex concepts so that employees understand them

Strong verbal and written skills

Overall computer literacy, including a strong proficiency in Microsoft and/or Google

Reliable. Must have an excellent attendance track record

Ability to work in a fast-paced, dynamic, and collaborative team environment; flexible and adaptable to change

Ability to foster teamwork by demonstrating trust, confidence, and commitment in actions and decisions to create a supportive, respectful, customer-focused work environment.

A “customer first” mentality

Ability to flex schedule to support hours of business operations

WHO WE ARE

For 60+ years, our third-generation company has remained family owned! We design a wide range of dance apparel and costumes for every genre of dance as well as for gymnastics. We are known for our excellent customer service and considered best-in-class for our industry. Our mission is to help dance studio owners, families, and children commemorate special events in dancers’ lives through the apparel we design and sell online and by catalog. Our authentic love for our customers drives our excellence.

And, our engine is our team of hard-working, wise, creative, passionate, intelligent, resourceful, and ownership-minded employees! We are a family of work friends who enjoy one another and our company. We love our employees so we can love our customers. In addition to supportive and collaborative leadership, we offer competitive pay, great benefits, an appreciation for innovative thinking, and acknowledgment for work well done.

OUR VALUES

Customer Love

Service Excellence

Product Assortment

Superior Value

Team Love

NO CALLS PLEASE. Please forward your detailed resume and salary requirements to be considered.

NOT A REMOTE POSITION. MUST BE ABLE TO WORK IN ST. LOUIS, MO

Link to apply: https://weissman.applicantpro.com/jobs/

Equal Employment Opportunity Policy: Weissman’s Theatrical Supplies, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.