Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience. This position is responsible for collaborating with cross‑functional partners to ensure operational excellence. Duties include managing and leading a team of Customer Experience Supervisors, Representatives, and adjacent roles; being directly responsible for the quality and productivity of the Customer Experience and Order Entry teams; and using metrics to drive process and productivity improvements in a high‑growth environment while motivating others to deliver a best‑in‑class customer experience.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• Effectively interview and provide recommendations for hiring customer service and order entry positions
• Provide support, coaching and direction to ensure comprehensive understanding of Visual Comfort’s approach to sales, customer service, systems and operational procedures
• Utilize reporting tools to analyze data and drive behaviors and priorities
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Participate with the Training team in onboarding new team members and continuous training for all
• Exhibit professionalism with customers, team members and all levels of leadership
• Plan/initiate team building activities to drive engagement and overall morale
• Work with Director of Customer Experience to identify areas of improvement and streamlining current processes and procedures
• Conduct constructive performance reviews and goal setting
• Utilize CRM and order management systems to process quotes, sales orders, and returns accurately and efficiently, and lead others in doing the same
• Work with senior leadership to evaluate staffing and scheduling needs
• Ability to travel up to 10%
• Perform other tasks as assigned

What you will bring:

• 2+ years of prior team management/leadership experience
• 3+ years of experience in Customer Experience (Sales & Service)
• Bachelor’s degree required
• Extensive knowledge of customer service procedures and principles
• Ability to lead and motivate, coach and mentor team members
• Maintains a professional demeanor; ability to handle confidential and sensitive information
• Exceptional organizational and time management skills, with a strong attention to detail
• Excellent verbal and written communication skills with the ability to interact with all levels of leadership
• Excellent interpersonal skills with the ability to work well with a wide variety of people and forge mutually beneficial relationships
• Must demonstrate maturity in judgement and commitment; must be available to work a flexible schedule including weekends, early mornings, late evenings

Compensation Range: $95,000 - $99,000

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