Tractor Supply Brentwood, TN, USA
Jun 25, 2017
Tractor Supply Company (TSCO)is the largest operator of retail farm and ranch stores in the United States. We presently have more than 1,500 TSC stores in 49 states and an e-commerce website at TractorSupply.com. We are a growth company and research indicates we have an opportunity to grow to 2,500 domestic Tractor Supply store locations. It is very exciting to be a part of this $6+ billion organization. Not only do we offer a bright future with a stable and growing $6+ billion company, Tractor Supply offers the opportunity to be part of an enthusiastic team that is growing professionally with brand new offices in Brentwood (Nashville) Tennessee. As the largest operator of retail farm and ranch stores in the United States, we are dedicated to values that support the needs of those who live the life "out here". **Job Purpose** This position is responsible for overseeing the day-to-day activities and production of the Customer Solutions Center (CSC) Team, which offers support and resolution for stores, in-store customers, and online customers. The Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simulatenously creating a positive and engaged experience for team members and customers. He/she coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Tractor Supply Company Brand. The Supervisor also works closely with the Manager, Customer Solution Center to establish a feedback rich environment for individual team member growth and development. **Duties and Responsibilities** + Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assigns tasks as appropriate; notifies Manager, Customer Solutions Center of issues/trends as appropriate. + Ensures service levels are maintained, manages escalation procedures, and addresses calls requiring escalation or call back. + Monitors and audits communications from team members to customers and stores ensuring productivity, process, and quality assurance; provides direction, correction, and counsel to team members as appropriate. + Supervises, plans and prepares work schedules according to budget, workload, and business objectives. + Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans. + Monitors and ensures queue watch procedures and triggers are followed by the team to ensure team and team member performance. + Participates with the CSC Manager in the recruiting, interviewing, and hiring process. + May perform other duties as assigned **Education and Experience** + Must have a High School diploma or equivalent and customer service/call center experience (College degree or equivalent in training or experience preferred) + Call center supervisory experience or equivalent (Preferred) + Experience or familiarity with the "Out Here" Lifestyle of the Tractor Supply Customers (Preferred) + Experienced with FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (Preferred) + Store operations, retail, and customer service experience (Preferred) **Knowledge/Skills/Abilities/Training/Systems** + Must possess basic computer skills and strong knowledge of Microsoft Office Suite. + Must possess good verbal, listening, and written communication skills. + Must possess strong analytical and problem solving skills. + Must have the ability to work as a part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers. + Must have call logging/ticketing experience (HEAT, Remedy, or similar). + Must have strong interpersonal skills, interacts with others in a positive and respectful manner; approachable and easy to interact with. + Must have coaching and mentoring skills, leads by example, transfers and imparts knowledge and expertise. + Must be flexible and adaptable; works effectively in changing and ambiguous circumstances. **Working Conditions** + Fast paced, high volume call/contact center environment. + Some nonstandard office hours such as nights/weekends exist based upon call center shift expectations.