Job Description

The ideal Nordstrom Customer CARE Supervisor is responsible for remotely supporting, leading, and mentoring a Team of Customer Care Specialists who interact with Nordstrom and Nordstrom Rack Customers via multiple remote channels, including inbound and outbound phone calls, chats, emails, and social media. The Supervisor is the key contributor in developing and enhancing the Specialists’ skills through remote interactions, including monthly one-on-ones, Team Meetings, Quarterly Connects, and daily hands-on support. The Supervisor is responsible for the day-to-day activities within the Customer CARE contact center, ensuring that Customers are receiving world-class service, while policies and procedures are being upheld. They are active in supporting and coaching their Team to meet and exceed key metrics, service levels and goals.

The ability to work flexible schedules, including nights, weekends, and holidays is a requirement for this role.

A day in the life…

• Mentor and support an efficient and effective Team of Customer CARE Specialists to meet the needs of the Customer as well as business objectives

• Support Team by being available to answer questions and coach in a remote environment

• Lead, motivate, and support direct reports by conducting regular touch bases, monthly one on ones, team meetings and quarterly connects

• Identify behavioral coaching opportunities and support paths to improvement

• Set goals for Specialists’ career growth and development

• Coach Team to behaviors that ensure contact center KPIs are consistently being achieved

• Review contacts and CSAT surveys to identify strengths and areas of opportunities for your Team.  Plan coaching sessions and recurrent training as needed.

• Create a remote culture of teamwork and comradery

• Maintain employee documentations and files

• Be a change agent and find creative and efficient solutions to Customer challenges; assume a high level of ownership for customer satisfaction while handling escalations accordingly

• Proactively provide feedback, input, and recommendations to assist with the growth and development of the Customer CARE Team

• Participate in the recruiting, interviewing, and onboarding of new employees

• Meet all assigned expectations and deadlines

• Other duties and projects as assigned

You own this if you have…

• 3+ years leadership experience in a service-oriented environment

• Effective leadership skills in the remote/work at home environment

• Strong behavioral coaching skills

• Understanding of customer service KPIs, metrics and reporting

• Ability to manage competing priorities in a fast-paced environment 

• Strong time management, organizational, follow-through, public speaking, and presentation skills 

• Active listening skills with strong written and verbal communication skills 

• Proficient knowledge of Microsoft Office Suite and current contact center and retail technologies

• Ability to work flexible schedules, including nights, weekends, and holidays

Nordstrom is able to offer remote employment of this position in all US States except AR, MS, MT, ND, SD, VT, WV and WY.

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away

• Life Insurance and Disability

• Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com. 

© 2022 Nordstrom, Inc  

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Applications are accepted on an ongoing basis.

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. 
Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.

California: $60,500- $94,000 annually, Colorado: $51,000- $81,500 annually, Iowa: $47,500- $75,500 annually, Nevada: $51,000- $81,500 annually, New Jersey: $60,500- $94,000 annually, Texas: $51,000- $81,500 annually, Washington: $60,500- $94,000 annually

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_07-14_Full_Time_ES-US.pdf