About the Role
Title: Customer Service Supervisor
Location: San Diego United States
Category
VIP Support Center
Type
Full Time
Job Description:
Join Road Runner Sports as our next Support Center Supervisor! In this remote role you will be responsible for supervising and coordinating our VIP Retention Team. Your support will include the tracking and reporting of VIP membership inquiries, collaborating with the Solutions Team Manager and Rewards Team Manager.
About us
• Road Runner Sports is proud to have been recognized as the 2023 Footwear Retailer of the Year by Footwear Magazine.
• Founded in a San Diego garage over 40 years ago.
• Road Runner Sports has 50 stores across the country, and we are growing!
• Our Values, Mission & Purpose (we call them Our 6 Pillars) are Be Different, Bring the WOW, Build something great together, Get Moving, Stay Active, and Live Healthy.
What you will get to do as the Retention Team Supervisor with Road Runner Sports
• Responsible for up to 20 Team Members, overall retention of Team Members and partnering with the Recruiting Team to coordinate ample amount of team members are on the Retention Team to meet your team’s goals,
• Ensure team meets standards through call monitoring, one-on-one coaching, and statistical review
• Tracking VIP retention inquiries to better understand and address member needs
• Review analysis of activities including Saves completed, AUX adherence, and time& attendance
• Support management of department costs, support cost-saving initiatives and revenue generating initiatives
• Responsible for performance of direct reports
• Ensure appropriate verbalization of company vision
• Participate in updates of departmental goals and budget processes
• Responsible for timely performance reviews and accountability measures
• Analyzing a variety of data to obtain more information about customer-related needs to develop appropriate actions to reach resolution in a timely manner
• Responsible to miscellaneous projects as delegated, such as cross-training opportunities, to support the improving of customer experience and supporting the company vision
Qualifications:
• Bachelor’s degree (BA/BS) from a four-year University; or equivalent combination of education and experience
• Ability to interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to speak effectively before groups of customers or team members of the organization, as well as communicate effectively in written form
• Ability to calculate figures including discount, interest, commissions, and percentages
• Ability to use appropriate problem-solving skills
• Intermediate to advanced Microsoft Office skills; specifically Word and Excel
Your rewards!
• Work from home!
• Earn competitive salaried pay
• Be the envy of your friends with discounts on ALL the latest gear and footwear
• Enjoy free running and walking events