Customer Care Supervisor

Why Valvoline?

We’ve been in the car business for more than 150 years, starting with the invention of the world’s first branded motor oil. Today, we’re a global leader in automotive services and lubricants, driven every day by a people-centered focus on innovation and service excellence. We’re looking for humble, hungry and smart people to help us power the future of mobility. If you’re looking for a collaborative and flexible work environment that invests in your growth and success, you’ve come to the right place.

At Valvoline, “It all starts with our people.” Creating a diverse and welcoming workplace with team members from varied backgrounds and experiences is our highest priority. People of color, women, LGBTQIA+, veterans, and persons with disabilities are strongly encouraged to apply.

Careers for the Driven

Valvoline has a rewarding opportunity as a Customer Care Supervisor. We whole-heartedly adopt a ‘never idle' mindset. We also know that outstanding service begins and ends with our employees. So, we’re looking for good people to join our team. You bring your skills, talents, and drive. We will give you a great place to work, a competitive salary and benefits, and the resources and support to develop and advance within our global company.

How You’ll Make an Impact

The Customer Care Supervisor is responsible for ensuring world-class customer service is delivered to customers via a multichannel contact center environment and supervising and directing support activities of the Contact Center team. In the role, you would be responsible for:

• Overseeing a team of agents who handle inbound and outbound customer service interactions, technical support, billing/fulfillment, and product support in a fast pace, day-to-day, high-volume support center.
  
• Hiring, developing, and coaching to build successful teams that deliver an exceptional customer experience and help improve their knowledge and skills.
  
• Supervising Contact Center staff, informing them of corporate policies, procedures, and organizational structure.
  
• Driving process improvements through team member feedback, analyzing data, and up-channeling changes to obtain departmental goals and maintaining communication with the Support Center Manager, keeping him/her informed of issues pertinent to the team.
  
• Creating and distributing monthly and weekly reports for Contact Center and Field Support and using data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps.
  
• Recognizing employees for their accomplishments and giving structured feedback that inspires performance to direct reports.
  
• Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.
  

What You’ll Need

• High school diploma or equivalent
• Minimum of two years of customer service supervisory experience in a contact center environment or upward career progression in a contact center
• Strong leadership skills
• Excellent computer skills; proficient in Excel, Word, Outlook, CRM software, IVR/switch
• The ability to lead and execute change
• Clear understanding of call center reporting

• Excellent communication skills, both verbal and written

• Excellent interpersonal skills
• Must be authorized to work in the U.S.

What Will Set You Apart

• Bachelor's degree

Benefits That Drive Themselves

• Health insurance plans (medical, dental, vision)
• HSA and flexible spending accounts
• 401(k)
• Incentive opportunity*
• Life insurance
• Short and long-term disability insurance
• Paid vacation and holidays*
• Employee Assistance Program
• Employee discounts
• Tuition reimbursement*
• Adoption assistance*

*Terms and conditions apply, and benefits may differ depending on position.

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Are you good at what you do? Join us.

The Company endeavors to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1.833.VVV.Report or email ECC@valvoline.comto make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.