Escalated Customer Service Supervisor

Rooms To Go is seeking a Customer Care Red Alert Supervisor to lead our escalated support team in a high-volume retail environment. You'll manage "red alert" customer issues related to sales, delivery, and service, ensuring fast, accurate resolutions that protect customer satisfaction and brand reputation. Responsibilities include supervising a small team, monitoring alert queues, handling the most complex cases, coaching staff on service standards, and partnering with sales and logistics to solve problems. This role suits a hands-on, detail-oriented leader who thrives in fast-paced, results-driven operations.

Responsibilities

• Lead the Red Alert customer care team handling escalated issues for retail and delivery orders
• Monitor incoming alerts, prioritize urgent cases, and ensure timely resolution
• Coach, train, and schedule associates to meet service-level and performance goals
• Collaborate with sales, logistics, and delivery teams to resolve complex customer problems
• Track service metrics, identify trends, and recommend process improvements
• Ensure accurate documentation of all interactions in customer systems
• Communicate policy and resolution options clearly to customers and team members
• Support a customer-focused, results-driven culture in a fast-paced retail environment

Required Skills

• Customer escalation management
• Contact center operations
• Team leadership and supervision
• Retail customer service
• Order and delivery issue resolution
• CRM/ticketing systems
• Service-level and performance metrics
• Conflict resolution and de-escalation
• Written and verbal communication
• Process improvement