Customer Service Supervisor

Job Title: Customer Service Supervisor

Reports to: Director of Customer Experience

Location: Tustin, CA 

Company: JustFoodForDogs, LLC 

Job Type: Full-time, Exempt  

About JustFoodForDogs:

JustFoodForDogs, the #1 vet recommended fresh food for dogs, is dedicated to helping pets live longer, healthier lives through real, whole-food nutrition. Founded in 2010, JustFoodForDogs revolutionized the fresh whole food movement for dogs when it opened the first open-to-the-public kitchen cooking food for dogs. All of our recipes are formulated by veterinarians and made with 100% human-grade ingredients. Today, consumers can find JustFoodForDogs at JustFoodForDogs retail locations, their favorite retailers and on-line at JustFoodForDogs.com. The company’s offerings include daily meals, shelf-stable products, supplements, and treats. To learn more about JustFoodForDogs, visit JustFoodForDogs.com 

Position Overview: 

The Customer Service Supervisor is responsible for high-traffic office needs and must maintain excellent time management skills with a proven track record of setting and meeting ambitious goals in a Call Center atmosphere. We’re looking for a candidate with supervisorial experience who can recruit new talent, allocate both human and material resources efficiently, communicate with HR and coordinate with other departments on time-sensitive projects.

Responsibilities and Duties

Team Management & Development:

• Recruit, hire, train, and onboard new call center agents.
• Provide coaching, mentoring, and continuous feedback to improve individual and team performance.
• Conduct regular performance reviews and take corrective action as needed.
• Motivate the team and foster a positive and productive work environment.
• Recognize and celebrate team accomplishments and exceptional performance.

Daily Operations & Performance:

• Manage daily call center operations, including scheduling and staffing.
• Monitor key performance indicators (KPIs) such as call abandonment and wait times.
• Ensure team members adhere to all call center objectives, policies, and procedures.
• Analyze data to identify trends and recommend process improvements.
• Adhere to the companies “Best in Class” service model to increase customer satisfaction.
• Meet productivity standards and goals set by the company while maintaining high quality calls
• Facilitate problem solving
• Continue to evolve work processes in Salesforce.

Customer Service & Escalations:

• Act as a point of escalation for customer complaints and complex issues, ensuring timely and effective resolution.
• Provide support and guidance to agents on handling difficult calls.
• Ensure all customer interactions are handled with professionalism and a focus on customer satisfaction.

Reporting & Strategy:

• Prepare reports on team performance and operational results.
• Collaborate with management and other departments to align on customer service strategies.
• Contribute to the development of strategies for overall call center improvement. 

JOB SPECIFICATIONS

Education:

• BA/BS in Business administration or related fields or equivalent work experience.

Experience:

• Veterinary or animal industry related experience a plus

Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3+ years of experience supervising call center operations:
  • Experience with delegating responsibilities
  • Experience with providing leadership and training to key personnel
  • Experience with providing coaching and feedback to agents with regard to individual metrics and objectives, attendance, call quality, and other call center processes
  • Experience with 7 day a week call centers.
• Advanced written and verbal communication skills
• Possession of key competencies, including conflict management, business negotiation, organization, and decision-making
• Experience in supervising a dynamic call center environment including omni channel support. (Voice, Email, Chat)
• Familiarity and experience with call center quality controls
• Experience with Salesforce
• Must have a willingness and ability to work weekends when necessary.
• A genuine love for dogs and the desire to further the JFFD mission.

Computer Skills

• To perform this job successfully, an individual should have knowledge of Microsoft Office software including Word, Excel, Teams, SharePoint or their analogs; and other file-sharing utilities; common enterprise solutions supporting procurement/financial processes.

Supervisory Responsibilities

This is a supervisory role. This role will be supervising both in-sourced and outsourced personnel and responsibilities.

WORKING CONDITIONS

• May vary, but generally: 20% of time standing, 70% sitting, 10% driving.
• Direct contact with customers, dogs, and employees.
• Dynamic, changing environment – JFFD is a place of change and change must be embraced professionally.

Tenets of the Pack (Company Values)

Live Our Mission – We believe this is more than a job. It’s a cause.

Be a Team Player – We put company goals and success first.

Maintain a Positive Attitude – We bring energy, enthusiasm, and drive to everything we do.

Deliver Results – We play to win.

JUSTFOODFORDOGS is an Equal Opportunity Employer.  
JUSTFOODFORDOGS does not discriminate due to race, color, creed, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability, unemployment status or any other legally protected basis, and to the extent permitted by law.