Customer Service Supervisor, Manassas VA

Fireside Hearth and Home (FHH) is looking to add a Customer Service Supervisor in Manassas VA.

Fireside Hearth & Home is the world's largest and leading fireplace installing distributor and retail dealer in North America and a subsidiary of Hearth & Home Technologies - the largest manufacturer of fireplace products and an HNI Corporation operating company. Fireside is a team of 400+ hearth experts located across 6 regions, 12 states and 29 branches across the USA. Check us out at www.fireside.com.

Key Responsibilities:

• Provide in-person leadership for problem resolution to facilitate faster improvements and improved working relationships.
• Manage a department staffing plan for overall function coverage in partnership with other supervisors as applicable.
• Provide onsite member leadership through effective communications, coaching, training and development.
• Actively develop members to assume greater responsibilities.
• Coordinate and conduct training of members in product knowledge, standard work and service.
• Communicate and support the department performance goals.
• Support new member orientation and develop a culture that welcomes new members.
• Manage departmental performance measures, including visual controls and provides regular progress reports to department managers.
• Balance quality, productivity, cost and morale to achieve positive results in all areas.
• Resolve escalated customer satisfaction issues.
• Identify root causes, propose corrective actions, and implement corrective action to ensure high quality of service to customers.
• Partner with manager in further development and implementation of department vision and long range plan.
• Must possess good verbal and written communication skills and communicate effectively with all levels of the company and all levels of external customers.
• Must have strong computer skills including Windows, Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Must have the ability to train and lead others
• Must have strong customer focus with good conflict management skills
• Must have the ability to handles stress, deadlines and change in a positive manner

About Working for Hearth & Home Technologies

Hearth & Home Technologies (HHT) is the Residential Building Products division of HNI Corporation (NYSE: HNI).We are the world's leading developer, manufacturer, distributor and installer of hearth products.Our products include a wide variety of gas, electric, wood burning fireplaces, inserts, stoves, fire tables, fire pits and accessories.HHT carries the industry's best and most recognized brands, including: Heat & Glo, Heatilator, Harman, Quadra-Fire, PelPro, Vermont Castings, Outdoor GreatRoom Company (OGC), and Fireside Hearth & Home retail stores and builder design centers.Lakeville, Minnesota is our home, but we have locations throughout the United States. Our driving passion surrounds the pillars of bringing warmth, comfort, and peace of mind to the places people live and gather!

Our company endeavors to make www.hearthnhome.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 952-985-6000 or via email at [emailprotected]. The Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification).