Customer Service Supervisor

  • 151 E 3450 N, Spanish Fork, UT 84660, USA
  • Full-time

Company Description

About

Together we make. Come make with us.

Overview

About us.

At Cricut®, we believe that we’re all born makers. When we built our first cutting machine, we saw the potential for a simple yet powerful tool to completely transform the way people craft, design, and DIY. Since then, we continue to innovate with new machines, platforms, materials, and tools, but that’s just what we do. Who we are is a bustling worldwide community, a means for connection, and an outlet for unbridled creativity. Join us as we place the power of handmade into the hands of ALL.

Life

Love your work. And your coworkers.

Our company is made up of A+ human beings. We ask tough questions, entertain ideas outside of our own, and work together to make something bigger than ourselves. With Cricut® growing in China, the U.K., Australia, New Zealand, as well as Europe and South America, we’re on an unstoppable roll, satisfying that innate creative itch around the world. We train, develop, and celebrate great work with hallway high fives and promotions within. We also throw the world’s best Halloween party.

Enjoy incredible perks.

We take care of our team. From outstanding medical, dental, vision, and retirement benefits, to pet insurance, 401K match, life insurance, incentive programs, paid time off, on-site massages, phenomenal work-life balance, and employee discounts, we offer the best benefits package in the DIY consumer electronics industry. Period.

Like what you see? We can’t wait to meet you.

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Description

Cricut is seeking a talented Customer Service Supervisor capable of driving change in our Member Care organization in Spanish Fork, Utah. We refer to our Customers as Members. The right candidate will enjoy multi-tasking in a fast-paced environment. This position entails supervising representatives engaged in handling inbound and/or outbound customer service calls onsite and remotely. We’re looking for a passionate individual with a start-up mentality and excellent work ethic that also has experience motivating and challenging employees to continuously improve and provide an excellent experience for every customer.

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Responsibilities

  • Monitor activities of representatives to ensure maximum efficiency of the team
  • Recruit, mentor and develop member service agents and cultivate an environment where they can excel through encouragement and empowerment
  • Drive people, process, and technology initiatives to optimize the member and agent experience end-to-end
  • Ensure that policies and procedures are adhered to and call standards are met
  • Handle and resolve escalated member complaints and issues
  • Ensure adherence to work schedule
  • Evaluate staff performance and administer disciplinary actions consistent with company policy

Qualifications

  • Associates degree and 3+ years of customer service or related experience required, or an equivalent combination of education and experience
  • 2+ years of supervisory or management experience in Customer Service or Technical support
  • Experience working with Workforce Management software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically
  • Advanced troubleshooting and multi-tasking skills
  • Experience working with Consumer Electronics products is a plus

Additional Information

What to Do Next: Please attach your resume and be sure to show us your super powers. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information!

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