Customer Care Manager

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences.

What We Offer

• Competitive salary: $50,000–$65,000

• Weekly pay

• Paid Time Off

• Comprehensive medical, dental, and vision insurance

• 401(k) with 4% company match

• Life insurance, short-term and long-term disability, and hospital indemnity coverage

• Employee furniture discounts

• Extensive training and professional development opportunities

• Career advancement opportunities within a growing company

Position Summary

The Customer Care Manager is responsible for providing day-to-day leadership, operational oversight, coaching, and support for Level 1 and Level 2 call center representatives. This role ensures proper phone coverage, adherence to company policies and procedures, and a high level of customer satisfaction through effective communication and problem resolution.

Core Knowledge & Qualifications

• Strong understanding of call center operations and workflow management

• Knowledge of how call center functions impact overall business performance

• Furniture industry knowledge and repair terminology preferred

• Ability to build relationships and collaborate with leadership and cross-functional teams

• Strong analytical, organizational, and communication skills

Key Responsibilities

• Provide real-time coaching, mentorship, and support to Level 1 and Level 2 representatives

• Monitor call center activity, including agent availability, hold times, escalations, and scheduling

• Ensure adequate phone coverage by managing breaks, lunches, and schedule adjustments

• Handle Level 3 customer escalations using established de-escalation procedures

• Conduct team huddles, refresher training, and product training sessions

• Accurately perform all operational functions within the call center

• Complete required reports and operational documentation

• Communicate personnel, workflow, morale, or process concerns to the Call Center Manager

• Participate in leadership meetings, quality assurance reviews, and process improvement initiatives

• Provide immediate coaching and corrective feedback when necessary

• Mentor Level 2 team members in preparation for future leadership opportunities

• Remain available to support staff throughout operating hours

• Perform additional duties as assigned

 

Required Skills & Competencies

Leadership & Supervision

• Ability to lead, motivate, and coach a team in a positive and professional manner

• Skilled in providing real-time operational guidance and support

• Leads by example while fostering a collaborative and growth-oriented environment

Customer Service & Conflict Resolution

• Strong customer service background with the ability to professionally manage escalated customer concerns

• Effective negotiation and de-escalation skills while maintaining company standards and customer satisfaction

Communication

• Excellent verbal and written communication skills

• Ability to research issues, validate concerns, and communicate findings and recommendations clearly to leadership

Time Management & Organization

• Ability to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environment

• Strong attention to detail and ability to adapt quickly to changing business needs

Continuous Improvement

• Ability to identify operational or personnel trends that require review and collaborate with management on action plans and process improvements

Technology Skills

Basic knowledge of, or ability to learn:

• Microsoft Office Suite and Microsoft 365

• SharePoint, Outlook, and Teams

• RingCentral and RingCX

• Paycom, iConnect, and Storis

Authority & Decision-Making

• Act on behalf of the Call Center Manager during manager absences for customer-related concerns

• Provide immediate operational coaching and guidance to staff

• Deliver verbal warnings in coordination with the Call Center Manager

• Adjust call center schedules as needed to maintain adequate coverage

T&T Distribution and Ashley Furniture are committed to providing a safe, inclusive, and supportive workplace for all employees. We value professional growth and offer competitive compensation, strong benefits, and opportunities for advancement.

If you are passionate about leadership, customer service, and team development, we encourage you to apply today. Please submit your resume and cover letter outlining your relevant experience and qualifications.