Customer Experience Supervisor

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 offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and a world-class customer experience.

About the role

The Customer Experience Supervisor collaborates with team members to enhance overall customer satisfaction by overseeing the customer service team, improving the end-to-end customer experience, supporting representatives with guidance and training, and ensuring exceptional service at every touchpoint.

Responsibilities

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure excellent customer service delivery.
• Monitor and evaluate customer interactions to identify areas of improvement and implement necessary changes.
• Analyze customer feedback and data to identify trends and opportunities for process improvements.
• Collaborate with cross-functional teams to resolve customer issues and provide seamless customer experiences.
• Develop and maintain customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Assist management in setting call center goals by preparing reports and analyzing data.
• Work effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibit and adhere to the established Visual Comfort Company Values.
• Demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while being present in the workplace to collaborate and communicate with co-workers and teams.

Requirements

• Bachelor’s degree in business administration, Marketing, or a related field.
• Proven experience in call center, customer service, or supervisory experience.
• Proficient with customer service software tools, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Ability to analyze data and generate meaningful insights.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Exceptional organizational and time management skills, with a strong attention to detail.
• Ability to prioritize and handle multiple tasks and changing priorities.
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation.
• Demonstrate exceptional communication across all contact channels, including email, chat, and phone.
• Available to work a flexible schedule including weekends, early mornings, and late evenings.
• Authorized to work in the United States without employer sponsorship.

Benefits

• 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.
• Health Benefits: Majority of employee medical premiums covered; competitive 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.

Pay

Compensation Range: $68,000. Compensation is based on individual factors, including skill set, relevant experience, and work location.