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TITLE

 

Supervisor - Community Connection, Evenings

COMPANY

 

Grove Collaborative

LOCATION

 

Portland, ME, US

Description

As a Supervisor in Grove’s Community Connection department you will be dedicated to creating an incredible experience for each Grove Collaborative customer. A Supervisor with Grove is responsible for coaching their team members to success and owns all quality and productivity metrics. You are responsible for up to 14 direct reports, which will include new and emerging leaders passionate about people management.  

You will not only be a resource for our amazing customers but you will be the go-to person for your team!

 

This position is for the evening shift.

You are:

·         An experienced leader with a developed management and coaching philosophy 

·         A driven self-starter, proactive, and demonstrate problem-solving skills

·         Someone with a user-driven perspective and always advocate for amazing customer experiences

·         Not afraid of a fast-paced environment and adapt to change quickly

·         Comfortable working on multiple computer screens through the duration of your shift

·         Your coaching philosophy helps drive productivity while also supporting growth and development

·         Someone who has a hands on approach to helping your team work with customers on challenging issues

·         Able to adapt your coaching style to the different learning and communication styles of your direct reports

·         Comfortable with analyzing metrics and how to leverage them to make informed decisions

·         A resource and a role model to other supervisors

Responsibilities (Essential Job Functions):

·         Effectively communicate in-person and via all company communication channels  (e.g., phone, email, text, online chats, social media chats, meetings, any other comm channels the company may implement.)

·         Spend the day with your team assisting customers, and coaching your team to deliver the best customer experience possible

·         Track, analyze, and coach each direct report on hourly, daily, and weekly metrics (e.g., hourly solve rate, average handle time, and customer satisfaction). Team attainment of these metrics will be your primary focus, and the measure of your success.

·         You will hold weekly 1-on-1 sessions with each of your direct reports to coach, council, performance and productivity manage, discuss career development; and perform all aspects of progressive discipline on an as-needed basis.

·         Spend two hours per week per direct report developing their skills via 1-1 meetings, side-by-sides coaching sessions, in the moment coaching sessions.

·         You will handle the more challenging customer contacts in support of your team and maintain a close connection through direct interaction with our amazing customers

·         Most importantly you are responsible for representing Grove’s values in all of your coaching and customer interactions!

Qualifications:

·         Minimum 4 years experience in a customer service field

·         You’ve had multiple leadership roles in the customer service field 

·         Preferred bachelor's degree in a related field of study, but not required

·         Excellent written and verbal communication skills

·         Comfort with ambiguity and resilient when facing rapid change

·         Superb attention to detail

·         Excellent time-management skills

·         Able to work at a fast pace; often with unscheduled interruptions

·         A desire to help people and improve the customer experience

Physical Requirements:

·         Able to work independently and as part of the supervisory team

·         Able to work at a fast pace; often with unscheduled interruptions

·         Able to apply principles of logical thinking to define problems, collect and analyze data, establish facts, draw valid conclusions, exercise discretion and independent judgment, make wise decisions, and problem solve.

·         Able to regularly communicate one-on-one and in groups (e.g., talk, hear, and interact electronically (phone, email, text, chats, social media)Able to sit and/or stand for long periods of time (adjustable height desk and soft workspaces provided)Able to move about the office for meetings (e.g., from adjustable height desk to conference rooms on level surface for meetings)

·         Able to use: hands to fingers; handle or feel; and reach with hands and arms

·         All-day use of computer: able to focus on multiple computer screens (laptop screen and/or desktop monitors) for ~7.5 hours/dayAble to lift up to 20 pounds occasionally (for desktop monitor, chair, etc.)

·         Occasional travel (possible overnights) and evening, weekend, and holiday work as needed

Environment:

·         Indoor, multi-level, open-concept office environment

·         Exposure to many co-worker conversations at once and occasional music.

·         Dog-Friendly environment

Let’s do this

 

We're building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come join the community at Grove. It's a heck of a lot of fun, and we'd love to tell you more about it.

 

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Talent@grove.co.

 

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