Consumer Connections Supervisor

American Standard • Cleveland, OH

100d • $53,000 - $74,000

About The Position

Every person on the planet dreams of a better home. And at LIXIL, we're committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world leading brands like INAX, American Standard, GROHE, TOSTEM and many more, we touch the lives of more than a billion people each day, transforming houses into homes. Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit and commitment to having a positive impact on the planet are integral to our business strategy. LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered, and to unlock progress for all. We invite you to make this journey with us. It is as challenging as it is inspiring. Together we can shape the future of living. We're a home for growth, for imagination, for creativity. A home for your talent and ambition. A home for everyone.

Requirements

• Strong people leader, outgoing, motivates, coaches and develops the team.
• Love to overcome challenges and create innovative solutions to drive a top-notch consumer experience.
• Demonstrates active listening skills to anticipate and understand teams' and consumers' needs.
• Strong organizational skills and ease of prioritizing tasks with little-to-no assistance.
• Able to work successfully with a diverse team and be a team-player.
• High School Diploma required -- College Degree preferred or equivalent training or experience.
• Minimum 2+ years of experience required in a similar role within a Contact Center or customer service experience.
• Digitally savvy, able to work on multiple systems and applications.
• Bi-lingual a plus.

Responsibilities

• Lead a team of 10-15 direct reports; coach, develop, and motivate them to ensure a best-in-class consumer experience across all contact channels.
• Oversee the day-to-day operations of your assigned team and ensure that performance goals, including service level/response time, Consumer Satisfaction (CSAT), first contact resolution, productivity, and quality, are met.
• Lead by example, providing exemplary consumer centricity, setting and modeling the highest standards of behavior across the department.
• Drive a culture of accountability, continuous improvement, and operational excellence.
• Communicate key messages clearly and regularly to ensure direct reports are well-informed about potential issues impacting them or consumers.
• Facilitate two-way feedback regarding any arising obstacles.
• Collaborate with other team leaders, including cross-functional teams, sharing ideas, expertise, and best practices to drive upstream process improvements.
• Conduct clear and constructive feedback sessions with direct reports, covering performance aspects such as providing praise and sharing consumer feedback.
• Handle escalations whether they be consumer related or large trade jobsite issues, working closely with cross-functional teams to resolve within a timely matter.
• Participate in team meetings, leading problem-solving discussions and proposes solutions.

Benefits

• The Hiring Salary Range for this position is $53,000.00-$74,000.00 annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED