Customer Care Supervisor

Job Description 

The Customer Service Supervisor is a critical role in driving a positive, personable, and effortless customer experience across all communication channels.  They will work closely with cross functional partners, stores, and other A&F Customer Care Centers as needed on customer escalations and complaints to facilitate resolution. 

We are looking for Customer Service leaders who will be responsible for a variety of tasks, all of which play a key role in delighting our customers and maintaining customer loyalty and satisfaction. The Supervisor must be able to educate, coach, motivate, and encourage associates to succeed and solve customer issues. Among the other daily responsibilities of this position, the Supervisor will model and teach our brand’s core values, fostering a customer centric culture and servant leadership. 

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Lead a Team: Educate, motivate, lead, guide, and direct all assigned associates to reach their highest potential both in terms of service metrics and career goals, while working with associates to develop individual development plans. Cast a positive shadow and embody the qualities of a servant heart 
• Responsible for delivering on the expectations of the key performance indicators for the Home Office Customer Care team, inclusive of customer satisfaction scores, quality assurance and productivity. Ensure all SLAs and SOPs are being achieved and adhered to 
• Assist in building a highly skilled team through coordinating and participating in interviews and hiring decisions. Onboard and train new hire classes 
• Perform weekly administrative tasks (PTO requests, Payroll approvals, etc) 
• Responsible for working directly with customers and cross functional teams as needed to facilitate successful complaint resolutions that results in high customer satisfaction 
• Act as a resource to Store Management to facilitate resolution of both store and OMNI customer complaints and escalations 
• Act as a resource and final resolution point for high-level escalation work (tier 2 and 3 work) 
• Participate in customer service leadership projects as needed 

What Do You Need To Bring? 

• Passion for delivering on the highest standards for customer service.  A drive to be the best 
• Must have at least 2 years of leadership experience in a Customer Service environment, Call Center preferred 
• Experience working with customers directly to resolve escalated issues 
• Experience delivering coaching/feedback to representatives 
• Bachelor’s Degree preferred. Equivalent experience may be considered 
• Demonstrated ability to coach, improve performance and develop individuals 
• Must be able to effectively communicate (both verbally and in written form) 
• Ability to work independently and in a team environment to accomplish a common goal 
• Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities 
• Ability to accept and give feedback objectively to facilitate change within the organization in a positive manner 
• Passion for service and developing customer loyalty 
• Strong multi-tasker and works well under pressure 
• Sensitivity toward corporate needs, employee goodwill, and public image 
• Ability to work as business needs dictate 
• Flexible schedule. This position supports an environment that is open 7 days a week. Business Hours of Operation: Monday - Sunday 8:00 AM - 9:00 PM 

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER