Nordstrom Card Services Supervisor - Call Center in Centennial, Colorado
Nordstrom, Inc. is a leading fashion specialty retailer offering compelling clothing, shoes and accessories for men, women and children. Since 1901, we've been committed to providing our customers with the best possible service—and to improving it every day.
This commitment has taken us from a small Seattle shoe shop to the leading fashion specialty retailer we are today. We're proud to serve customers at 329 stores in 39 states and Canada. We also serve customers online in 96 countries through Nordstrom.com. And our nordstromrack.com site, which operates in partnership with our private sale site HauteLook, gives customers in the U.S., Canada and Australia access to off-price fashion at considerable savings.
At Nordstrom, we like to keep things simple. We have one goal: Make customers feel good. Our Card Services Division helps support that mission by developing long-lasting relationships with customers that have our Nordstrom Visa, Nordstrom Retail and Nordstrom Debit cards. Collectively, those credit products are held by over 5 million customers and represent over $10B in annual sales…and growing!
The Card Services Customer Care centers handle customer calls in addition to taking calls from salespeople in our stores and supporting electronic correspondence with customers. We have two call centers (Colorado and California) that employ over 600 call center specialists, support staff and management.
Nordstrom has been ranked as one of the “100 Best Companies to Work For” by FORTUNE Magazine for 10 years running. We hope you find that Nordstrom is a great place to build a career. You'll learn our business, earn a competitive salary and receive an awesome merchandise discount.
SHIFT: Full time Flex Shift
The ideal Customer Service Supervisor leads a team of Service Specialists to provide a high level of service to customers and stores. If you share our love for the customers we serve, the merchandise we sell and the work we do, this is a place for you to build a rewarding career.
Support and develop Service Specialists to provide an unmatched level of customer service over the phone.
Monitor Service Specialists performance utilizing individual performance metrics. Prepare and deliver regular and ongoing performance feedback to ensure standards are met and ongoing consistency or improvement is demonstrated.
Support Service Specialists’ education of rewards program benefits, systems, processes, service expectations and metrics.
Empower Service Specialists to drive their own results, deliver unmatched customer service, and make decisions that are in the best interest of the customer while still adhering to Card Services policies.
Comply with Card Services Policy and ensure good judgment is applied to all decisions and situations.
Answer and assist will call volume including escalated customer and store calls. Complete necessary follow-up work in a timely manner.
Utilize the Call Management System (CMS) to monitor calls, skills, wait times, and agent availability/schedule adherence throughout the day and on a weekly and monthly basis.
Assist with skill changes, high volume call messaging, and emergencies as needed.
Communicate openly and provide feedback to business partners when areas of opportunity are identified and on a regular, ongoing basis.
Effectively supervise direct reports and provides, by example and leadership, motivation and direction to employees of the organization.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable state and federal employment laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices (under direction of manager and in partnership with Human Resources), addressing complaints and resolving problems.
Ensure annual employee performance reviews are conducted in a timely and effective manner. Evaluate performance of employees for compliance with established policies and objectives of the organization and contributions in attaining objectives.
Help set the tone of the department to ensure morale, team work, and that the positive employment culture of the organization is maintained.
Regularly schedule department/team and staff 1:1 meetings to provide leadership, development, and a forum for communication to ensure coordination and collaboration in meeting organization and individual goals.
You own this if you have…
High School, GED, or vocational school diploma is required.
Minimum of one year Nordstrom Card Services coach/trainer or supervisor/leadership experience is preferred.
Minimum of three years of Nordstrom Card Services, Service Specialist/Senior Service Specialist experience is preferred.
Ability and willingness to work flexible hours; evenings and weekends are required.
Ability to work both in a team environment and independently.
Strong management ability and capability of setting clear objectives for staff. Ability to manage, coach, and motivate staff to achieve objectives on time and according to plans.
Ability to establish and maintain cooperative and positive working relationships with employees, customers, and vendors.
Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence.
Ability to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment to ensure Nordstrom Card Services is meeting the needs and demands of internal and external customers.
Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds and treat all customers and employees in a fair and equitable manner.
Commitment to ensure adherence to all Card Services policies, procedures, and practices.
Ability to ensure a clean, safe and accident-free work environment and comply with Card Services safety rules.
We’ve got you covered…
We offer a comprehensive benefits package that includes medical, vision and dental coverage, a fabulous merchandise discount, an employer-matched 401(k) plan and much more.
We are an equal opportunity employer committed to providing a diverse environment.
This job description is intended to describe the general nature of the work employees can expect within this particular job classification. It is certainly not a comprehensive inventory of all duties, responsibilities and qualifications required for this job.
Job: *Customer Contact Center
Title: Card Services Supervisor - Call Center
Requisition ID: 358457