Customer Experience Supervisor

Role Overview

• Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems.
• Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance.
• High level of participation/leadership in process and quality improvement activities.
• Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience.
• Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution.
• Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing.
• Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster.
• Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements.
• Responsible for all case management tied to the team member’s assigned accounts as well as your accounts.
• Regularly review, analyze, and prepare reports on the status of customers’ orders.
• Conduct proactive calls to ensure ongoing communication with existing customers.
• Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs.
• Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
• Perform other reasonably related tasks as assigned by management.

Requirements

• Bachelor’s degree coupled with 3+ years of work experience in an account management or customer service role OR High school diploma/GED coupled with 5+ years of work experience in a customer service or account management role.
• High level of Customer Experience and business acumen.
• Demonstrated experience as a peer leader.
• Self-directed, with the ability to work on multiple projects with competing priorities and deadlines.
• Proficiency in Microsoft Office software (Excel, Word, PowerPoint, and Outlook).
• Experience using a CRM system or web-based programs, proprietary online applications; preferably Salesforce.
• Excellent verbal and written communication skills in English; ability to maintain a high level of accuracy in details; and strong phone contact handling skills and active listening.
• Ability to manage several tasks simultaneously and meet deadlines.

Benefits

• health, dental, vision, life, and disability insurance plans starting on the first day of employment
• paid time off
• wellness benefits
• employee discount program
• tuition assistance
• 401k with company matching