Onsite Customer Support Supervisor

• 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 communication, 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.
• Proactively address service concerns identified through SCR data, call log information, dashboards, and claims information.
• 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.
• Actively promote the Rapid Continuous Improvement (RCI) culture within the department and participate in RCI projects.
• Work directly with customers in the You've Talked, We Listened (YTWL) program regarding Customer issues and concerns

• Bachelor's degree in Business Management orrelated field or the equivalent combination of education and experience preferred
• 3-5 years customer service/call center or technical product experience
• Proficient computer skills including familiarity with Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong customer focus with proven conflict management skills and ability to handle stress in a rapidly changing environment.
• Analytical in solving issues and providing direction. Must be able to think strategically and provide creative solutions to complex problems.

• Experience with software resources: Cognos, Salesforce, SharePoint, Kronos, Manage 2000, Data Warehouse, ESKER
• Experience with Five9 phone systems capabilities
• 2 years of hearth industry experience
• 1-3 years of call center leadership experience

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!

In addition to your salary, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. 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 race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.