Supervisor, Customer Experience

About the role

Reporting to the Customer Experience Manager, you will manage a group of assigned Customer Service Agents (CSAs) and oversee their call performance, training, coaching and support day-to-day employee relations. This position will support idea generation and implementation of CX initiatives focused on maximizing the efficiency and effectiveness and optimizing overall performance of Broad River’s Contact Center.

Responsibilities

• Provide training, mentorship, and guidance to assigned CSA team members to ensure quality customer service is being extended to internal and external customers
• Supervise teams’ daily activities to ensure a high level of productivity, quality service, and compliance with company and departmental policies and procedures
• Guide daily process improvement by performing root cause analysis to prevent escalation
• Review service level analytics and create action plans to support skill development
• Recommend process improvements to CX Management team and assist in implementing customer care programs
• Continually evaluate interactions between CSAs and customers by monitoring and conducting quality assurance checks, and providing developmental feedback with Quality scores and actionable plans for agents to improve
• Conduct regular performance reviews, including weekly coaching and feedback sessions to maximize agents’ potential to delivery exceptional memories to our customers
• Isolate gaps across the entire customer care group and develop ideas to bridge knowledge gaps and training material to support departmental continuity
• Maintain a strong working knowledge of current Customer Care policies and procedures
• Motivate new and existing team members. Support hiring initiatives, performance management plans, corrective action management and exit interviews for assigned team
• Assist management with other Customer Experience projects and reports as needed
• Support customers with escalated resolutions as needed
• Perform back-up duties to CSA team members when necessary, during times of high call volume, and support and backup other Customer Experience Supervisors and their teams

Benefits

• Medical, dental, vision, and life insurance options
• Paid time off and 401K matching contribution
• Employee discount (40%) at BRR locations
• Internal Opportunities for career growth and advancement

Culture Snapshot

Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees “Memory Makers.” We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities. We take pride in training and developing our teams so that they can provide a premier customer experience to every guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley Furniture licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.