Posted 1 month ago

Customer Care Supervisor

PortlandOn-siteFull-time

AI Summary

The Customer Care Supervisor leads and coaches a team of 10–15 Customer Care Coordinators, monitors performance, handles escalations, and partners with cross‑functional teams to uphold a best‑in‑class customer experience.

About this role

The Company

Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America. We focus on doing one thing, and doing it well, building the best products in the industry. We build the only unique window offering available in the market, and have a controlled territory to distribute our product. Our process is designed to be the highest quality construction experience, backed by the oldest brand in the business.

At Renewal by Andersen, we are committed to delivering an exceptional home improvement experience from start to finish. The Customer Care Supervisor plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of escalation for complex customer matters.

This position balances team leadership and operational oversight. You'll lead a team of 10-15 Customer Care Coordinators in a collaborative, in-office environment focused on accountability and delivering a best-in-class customer experience. This role reports directly to the Customer Care Manager, who provides guidance on coaching, training, and policy decisions.

What's in it for You?

Competitive Compensation: Salary ranging between $60,000-$70,000 based on experience and leadership background.

Comprehensive Benefits Package: Health, dental, vision, and long-term disability coverage.

401(k) with Company Match: Competitive company contributions to support your financial future.

Paid Time Off & Holidays: Generous PTO and 6 company-paid holidays to promote work-life balance.

Collaborative Culture: Be part of a supportive, team-oriented environment focused on service excellence.

Responsibilities

Lead & Develop Team: Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence. Provide coaching and performance feedback in partnership with the Customer Care Manager.

Performance & Quality Management: Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation, and proactively address performance trends.

Escalation & Issue Resolution: Serve as the primary point of contact for complex or high-impact customer concerns, including returned product investigations.

Talent Support: Assist with hiring, interviewing, onboarding and training new team members. Identify training needs and partner with the Customer Care Manager to address them.

Cross-Functional Collaboration: Partner with Accounting, Production, Sales, and other departments to resolve customer matters effectively.

Team Engagement & Culture: Promote morale, accountability, retention, and a positive team environment.

Process Improvement: Continuously evaluate and improve operational processes; occasionally conduct job site visits for team training purposes.

Additional Support: Step in to support Customer Care I-III responsibilities and perform other duties as assigned.

Qualifications

Experience: 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred.

Customer-Centric Mindset: Strong understanding of the customer lifecycle and ability to balance customer experience with business objectives.

Communication & Conflict Resolution: Excellent written and verbal communication skills with the ability to de-escalate concerns and protect company interest.

Critical Thinking & Decision-Making: Proven ability to assess complex situations, exercise sound judgment, and implement effective solutions in time-sensitive environments.

Organization & Execution: Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting.

Industry Experience (Preferred): Background in construction, home improvement, customer success, or project/process improvement environments. Project management experience is a plus.

Technical Skills & Work Requirements

Systems & Software: Proficient in Microsoft Office Suite and communication platforms; intermediate experience with Salesforce, including reporting.

Operational Knowledge: Understanding of Accounts Payable/Receivable processes and customer experience metrics such as Net Promoter Score (NPS).

Physical Requirements: Ability to sit or stand for extended periods, perform repetitive hand movements, frequently use phone and computer systems, and occasionally bend or lift up to 50 lbs.

Professional Resilience: Ability to manage personal stress and foster a positive, professional team environment.

Work Environment: Full-time, in-office, business casual role.