Customer Experience Supervisor

About the role

The Customer Experience Supervisor oversees the day-to-day operations of the Customer Experience team to ensure excellent customer service and satisfaction. The role involves managing staffing levels, making employment decisions, and coordinating with the IT department on system improvements.

Responsibilities

• Manage day-to-day operations to ensure excellent customer service and satisfaction.
• Audit regularly to ensure standard operating procedures are being adhered to.
• Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
• Collaborate with the IT department on current system functionality as well as system improvements.
• Develop and manage key process measures within each area of responsibility.
• Coordinate and manage the work of employees by directing members of the team to meet the area's goals.
• Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Qualifications

• Education: Bachelor’s degree in business management or related field, or equivalent work experience.
• Experience: 3 years’ experience in Customer Service, Supervision or a combination.
• Knowledge, Skills And Abilities: Strong Customer Service Skills, Profound knowledge of product planning and customer service processes, Effective coaching, guiding and development skills, Demonstrate confidence to face leadership challenges, Strength in setting goals professionally and personally, Professional telephone etiquette, Provide effective leadership, promote teamwork and demonstrate the ability to lead people to get results, Maintain a positive and professional attitude that motivates others and promotes enthusiasm, Strong attention to detail, Excellent verbal and written communication skills, Excellent interpersonal skills, Effective time management and organizational skills, Work independently as well as in a team environment, Document management system, Analytical and problem-solving skills, Maintain confidentiality, Working knowledge of Continuous Improvement, Handle multiple projects simultaneously within established time constraints, Proficient computer skills, including experience with Microsoft Office Suite, and internet, Perform under strong demands in a fast-paced environment, Work professionally with customers and co-workers to efficiently serve our customers, treat both with enthusiasm and respect, Display empathy, understanding and patience with employees and external customers, Respond professionally in situations with difficult employee/vendor/customer issues or inquiries.