Customer Care Manager

At La-Z-Boy Southeast, we believe in passionately creating customers for life, one exceptional experience at a time.

We are seeking a hands-on Customer Care Manager who enjoys developing employees, improving processes, solving problems, and delivering an exceptional customer experience.

Benefits:

• Medical, Dental, Vision, & Life insurance – Protect yourself and your family with valuable coverage and peace of mind.


• Supplemental Insurance options available – Customize your benefits to fit your lifestyle.


• Matching 401(k) contributions – Build your financial future faster with company contributions to your retirement savings.


• Paid time off – Take the time you need to rest, recharge, and enjoy life’s important moments.


• Profit Sharing Program – Share in the success of the company and be rewarded for helping drive results.


• Employee discount – Enjoy savings for you (and your family!) on products you’ll be proud to own.


• Employee Assistance Program – Access resources and support for personal and financial goals.


• Parental leave – Spend valuable time with your growing family when it matters most.


• Referral bonus program – Earn extra income by helping great people join our team.

Annual Salary: $60,000.00

Typical schedule: Monday-Friday, 8:00-5:00

Primary Responsibilities:

• Promote a culture of accountability, teamwork, continuous improvement, and exceptional customer care.


• Lead, coach, and develop a team of 8–10 frontline and escalation agents.


• Direct the daily operations of the call center and vendor processing within the Regional Distribution Center in Rock Hill, SC.


• Create and implement employee development plans to improve performance and job execution.


• Partner with department managers to identify operational strategies, training needs, and process improvements, in order to positively affect cooperation between departments.


• Conduct regular team meetings and one-on-one meetings to review performance, goals, and progress.


• Serve as a liaison with vendor partners and respond to inquiries from external consumer protection agencies.


• Monitor team performance and identify opportunities to improve quality, efficiency, and customer satisfaction.


• Prepare reports and present key performance metrics to senior leadership.


• Perform other duties as assigned, in order to grow the customer care team.

Qualifications & Preferred Skills:

• High school diploma required. Associate’s degree or higher, preferred.


• Previous customer service, call center, supervisory, or management experience preferred.


• Strong leadership, coaching, and employee development skills.


• Ability to effectively handle challenging, sensitive, or ambiguous situations.


• Ability to provide clear direction and hold employees accountable.


• Proficiency with Microsoft Office, including Outlook, Excel, and PowerPoint.


• Ability to learn and navigate multiple web-based customer service and business management and reporting applications.


• Comfortable working with reports, metrics, and performance data.

Physical Requirements:

· Must be able to see well enough to read printed materials and computer screens.

· Must be able to hear well enough to communicate with clients via telephone.

· Must be able to hear well enough to communicate with other employees.

· Must be able to move around office.

· Must be able to type and use technical sources.

About La-Z-Boy Southeast:

The most respected and recognized brand name in the furniture industry is La-Z-Boy. La-Z-Boy Southeast is a family-owned company founded in 1976. We independently own and operate eight La-Z-Boy locations in Georgia, North Carolina, and South Carolina. Learn more about our culture here: https://youtu.be/g7gJ5xayyH0

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa. We are a drug-free workplace.