INTERNAL JOB POSTING ALERT

POST DATE:  5/26/2025              END DATE:  6/2/2025

POSITION: Chat Response Supervisor 
LOCATION: All-Sites
DEPARTMENT: Service
SALARY GRADE: 17 - Starting wage is $43,888 and may increase based on tenure, merit or geographic location
REPORTS TO: Service Manager

Job Description: Why you and why us?
If you have a passion for leadership and customer service, this may be the role for you! As a Chat Response Supervisor, you will supervise a team of associates by motivating, counseling, and coaching assigned staff.  You will continually develop and train assigned groups, monitor chat operations, and assist where necessary. You will provide guidance to assigned groups on resolving complex customer issues, as well as take over chats and personally resolve highly escalated customer concerns. 
 

Job Duties: Your day to day

• Solve the problem efficiently: Quick with quality

• Make it personal: Take ownership

• Inspire customer loyalty: Give them a reason to come back

• Listen Carefully: Be attentive

• Empathize and show effort: Because we care

Develop a People First culture that allows associates to grow and succeed.
 

Essential Functions: The nuts and bolts

• Supervise a team of associates; motivate, counsel, and coach assigned staff
• Implement corporate work rules regarding established departmental policies
• Continually develop and train assigned group
• Resolve any escalated customer issues
• Monitor floor operations and assist where necessary
• Act as liaison between schedulers, timekeepers, and associates
• Facilitate team meetings and regular one-on-one meetings with associates
• Complete other duties as assigned

Qualifications: What you need to apply

• Bachelor degree in business related field or equivalent experience proffered 
• Must have 6 months - 1 year of leadership / supervisory experience ("leads" are considered as leadership) or 2-3 years of Chat experience 
• Strong supervisory, communication (verbal and written), customer service, and sales skills
• PC literate (Microsoft Word, Excel) with ability to produce reports and analyze data
• Experience in training, team building, and coaching
• Competence in general computer skills and the use of common business software, including Microsoft Office and other programs
• Exceptional attention to detail and organizational skills
• Ability to meet set deadlines
• Strong customer service and communication (both oral and written) skills
• Convey a positive and professional image at all times
• Must have strong integrity and be able to maintain a high level of confidentiality
• Must be available for evenings and weekend shifts for consideration 

Important Facts:

• This is a Full Time, exempt-level position requiring a 40-hour schedule
• Hours and schedule - TBD

TO APPLY:   Interested candidates should complete Sections 1-3 of the Internal Job Posting Application and have their Supervisor Complete Sections 4 & 5. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months.  Applicants must have the minimum required work experience for the position, as stated in the job posting

Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com 
 

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS