Customer Experience Supervisor

Role Overview

• Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.
• Provides day-to-day management and support to customer service staff.
• Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance.
• Monitors and evaluates customer service performance.
• Identifies operational issues and process improvements, and implements strategies to improve performance.
• Evaluates customer feedback through various channels.
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
• Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.
• Determines training needs and establishes programs.
• Compiles all customer service reporting requirements.
• Develops and analyzes budgets, reports, and financial data.
• Investigates and resolves escalated customer service inquiries.

Requirements

• High School Diploma or GED (accredited)
• 5 years previous customer service supervisory experience (in addition to education requirement)

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation
• Holidays
• Personal Days