Recommendations Supervisor (Wine Jobs: Management & Administration)

Wine.com is seeking a dynamic, organized professional to supervise the day-to-day operations of our live chat Recommendations service.  The supervisor will also facilitate communication and collaboration between the Recommendations team and other departments to deliver excellent customer experience. 

Major Responsibilities and Accountabilities

• Manage scheduling and attendance for multiple employees including part time, remote employees.
• Regularly communicate relevant information as it pertains to marketing, merchandising, customer service or general company issues to employees.
• Respond to and delegate escalations and problem solve as necessary.
• Work closely with customer service to ensure a smooth customer experience.
• Monitor and document chat agent performance.  
• Supervise chats and share monthly reports.
• Regularly engage with customers through live chat to extend wine recommendations and customer service.
• Other duties as directed and necessary.

Key Education and Work Experience Requirements

• Bachelor’s Degree plus two years supervisor experience in a fast-paced environment or equivalent three or more years supervisor experience.
• Strong leadership and organizational skills.
• Excellent English writing and verbal communication skills.
• Extraordinary attention to detail.
• Exceptional ability to communicate across groups – manager, customer and colleague.
• Strong computer skills, including website navigation and learning new software.  
• Fast typing skills at a minimum speed of 45 wpm.
• Extensive wine knowledge.

Essential Job Functions

• Must be physically and intellectually capable of operating a computer, printer, telephone, as well as other business equipment.
• Must be able to speak, read and write in English.
• Must be able to read with or without corrective lenses.
• Must be able to work extended hours, days, weekends and holidays if business requires it.
• Must be able to work in front of a computer for 8 hours a day.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environmental Requirements

Ability to work in an environment that may be stressful due to adversarial situations resulting from the performance of the department’s mission and seasonal demands of Wine.com business.

• May be required to participate in more than one assignment at a time with frequent interruptions, changes, and delays.  Must be able to remain focused and work effectively, efficiently, and harmoniously under such circumstances.

Position Type and Expected Hours of Work

This is a full-time exempt position located at our San Francisco Corporate Office.  Typical workdays are Monday - Friday; 8 hours a day during typical office hours (7AM - 6PM PST).  During the holiday season work hours may be driven by business need.

Wine.com is an Equal Opportunity Employer committed to a diverse workforce.