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Center for Elders' Independence
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Customer Care Supervisor

Lever Organic
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United States
$10.00 - $15.00 hourly
Aug 03, 2026
Customer Service Management

Job Description

Job Description
Our Story
 
We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. We're backed by 120+ years of Andersen craftsmanship, and we're not just filling a role. We're looking for someone to grow with us.

At Renewal by Andersen, we are committed to delivering an exceptional home improvement experience from start to finish. The Customer Care Supervisor plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of escalation for complex customer matters.
 
This position balances team leadership and operational oversight. You'll lead a team of 10-15 Customer Care Coordinators in a collaborative, in-office environment focused on accountability and delivering a best-in-class customer experience. This role reports directly to the Customer Care Manager, who provides guidance on coaching, training, and policy decisions.
What's in it for You?
  • Competitive Compensation: Salary ranging between $60,000-$70,000 based on experience and leadership background.
  • Comprehensive Benefits Package: Health, dental, vision, and long-term disability coverage.
  • 401(k) with Company Match: Competitive company contributions to support your financial future.
  • Paid Time Off & Holidays: Generous PTO and 6 company-paid holidays to promote work-life balance.
  • Collaborative Culture: Be part of a supportive, team-oriented environment focused on service excellence.
Responsibilities
  • Lead & Develop Team: Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence. Provide coaching and performance feedback in partnership with the Customer Care Manager.
  • Performance & Quality Management: Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation, and proactively address performance trends.
  • Escalation & Issue Resolution: Serve as the primary point of contact for complex or high-impact customer concerns, including returned product investigations.
  • Talent Support: Assist with hiring, interviewing, onboarding and training new team members. Identify training needs and partner with the Customer Care Manager  to address them. 
  • Cross-Functional Collaboration: Partner with Accounting, Production, Sales, and other departments to resolve customer matters effectively.
  • Team Engagement & Culture: Promote morale, accountability, retention, and a positive team environment.
  • Process Improvement: Continuously evaluate and improve operational processes; occasionally conduct job site visits for team training purposes.
  • Additional Support: Step in to support Customer Care I-III responsibilities and perform other duties as assigned.
Qualifications
  • Experience: 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred.
  • Customer-Centric Mindset: Strong understanding of the customer lifecycle and ability to balance customer experience with business objectives.
  • Communication & Conflict Resolution: Excellent written and verbal communication skills with the ability to de-escalate concerns and protect company interest.
  • Critical Thinking & Decision-Making: Proven ability to assess complex situations, exercise sound judgment, and implement effective solutions in time-sensitive environments.
  • Organization & Execution: Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting.
  • Industry Experience (Preferred): Background in construction, home improvement, customer success, or project/process improvement environments. Project management experience is a plus.
Technical Skills & Work Requirements
  • Systems & Software: Proficient in Microsoft Office Suite and communication platforms; intermediate experience with Salesforce, including reporting.
  • Operational Knowledge: Understanding of Accounts Payable/Receivable processes and customer experience metrics such as Net Promoter Score (NPS).
  • Physical Requirements: Ability to sit or stand for extended p
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