About West Marine West Marine is committed to serving boaters better than anyone else on the planet. We pride ourselves in delivering a Raving Fan experience and for our Crew Members as well as our customers. If you have a passion for being on the water and are looking to join a world-class organization, then West Marine is the place for you! West Marine is recognized as the premier multi-channel retailer of boating and fishing supplies with more than 230 stores located throughout 37 states and Puerto Rico. When you work at West Marine, you’re part of a family; one that values spending quality time on the water, doing the things you love, and sharing that passion with our customers and community. Position Summary: The Customer Care Supervisor is a key member of West Marine’s Customer Care Leadership Team. This individual serves as back-up to the Customer Care Operations Manager, assisting in the day-to-day leadership and supervision of the team. He/she is a flexible, hands-on leader, responsible for monitoring daily work for quality, managing assigned projects or assignments, monitoring intra-day staffing and coverage, resolving escalated issues assisting the Operations Manager in creating/managing schedules. This individual is also willing to roll up his/her sleeves and perform the duties of the Digital Customer Care Professional whenever needed. Crew Members who are successful in this role are: + Able to communicate effectively verbally, and in writing across multiple platforms (voice, email SMS, chat, etc.) + Experienced in de-escalating situations with both customers and crew members. + Able to interact at different levels of the organization, both effectively and professionally. + Highly adept at multi-tasking, prioritizing, and meeting deadlines in a fast-paced environment. + Comfortable acting with a sense of urgency and acting decisively within established guidelines. + Proficient at documenting and reporting customer situations. + Effective leaders with the ability to coach, train, mentor, and lead by example. Primary Responsibilities: Key Responsibilities: Supervision and Training • Assists the Operations Manager in supervising a team of Digital Customer Care Professionals. • Completes assigned tasks, projects, and follows up on escalated issues. • Coordinates the onboarding/training of new team members along with the recurrent training of existing crew members. • Audits work for quality assurance and adherence to company standards of performance. • Help maintain standard operating procedures, developing or updating policy documents and job aids as required. • Assists with intraday workforce management and scheduling. • Provides coaching/feedback to team members, assists the Operations Manager in measuring/tracking performance and in preparing performance evaluations. Key Responsibilities: Customer Service and Issue Resolution • Partners with team members to resolve escalations, taking over incidents when needed and following through to final resolution as needed. • Performs the duties of the Digital Customer Resolution Professional and works assigned cases. • Performs the duties of the Digital Customer Care Professional when assigned or as required by business needs. • Makes outbound contacts in follow up to escalated issues and assigned cases. • Liaison with other departments, or business partners to resolve highly escalated issues. • Personally manages and resolves incidents with high visibility or sensitivity. Key Responsibilities: Training and Growth • Attend/Conduct 1:1 meetings with the Operations Manager to address training/growth opportunities. • Attend meetings with other departments, as assigned. • Implement any coaching opportunities identified and seek continuous growth within the role. Education, Experience & Skills: Minimum education required/preferred, area of study: High School Diploma or equivalent Minimum years of relevant experience required: Minimum of 3-5 years of customer service experience. Experience in the marine industry is preferred. Previous experience in a supervisor role is highly desired. Experience working in the West Marine contact center is preferred.