Consumer Experience Supervisor
About The Position
The Consumer Experience Supervisor oversees the complete post-sale consumer experience, ensuring high consumer satisfaction and continuous improvement of customer service. The role leads and develops a team of 20+ customer service representatives (CSRs), serving as a brand ambassador and supporting consumers from the opening of a service case through completion of repair. The supervisor works with field service technicians, operations, the Dayton service center, retail, residential, wholesale, and order support, as well as independently owned licensees, wholesale dealers, and retail-owned furniture galleries. Success requires thriving in a fast-paced environment, prioritizing and multitasking, making decisions with limited information, and applying strong organizational and attention-to-detail skills. The position is based in an office environment and has no specific or unusual physical or environmental demands. It is listed as 40 hours per week. The minimum qualification is a bachelor’s degree in Business, Communications, or a related field, or 2–4 years of equivalent experience. Preferred qualifications include five or more years leading high-performing teams, experience leading a remote workforce, call center experience, and experience with multiple systems including E1 or RMS.
Requirements
- Bachelor’s degree in Business, Communications, or a related field, or 2–4 years of equivalent experience.
- Strong proficiency and experience with Microsoft Office Suite.
- Demonstrated capability in handling complex problems.
- Ability to recognize issues, problems, and process improvements.
- Self-motivation to solve problems, keep teams on track, and adapt.
- Ability to prioritize and multitask in a challenging, fast-paced environment.
- Ability to make quick decisions with limited information.
- Exceptional attention to detail and organizational skills.
Nice To Haves
- Five or more years of experience leading high-performing teams.
- Experience leading a remote workforce.
- Call center experience.
- Experience with multiple systems, including E1 or RMS.
Responsibilities
- Manage the full post-sale consumer experience by leading a team of customer service representatives, developing the team, and improving processes.
- Create development plans for individual team members and lead task teams toward defined goals.
- Recruit, hire, train, and develop a team focused on a seamless consumer experience and brand representation.
- Serve as a support conduit and lead escalation specialist for the assigned distribution center DMA.
- Work with CSRs to handle escalated customer issues requiring tact, discretion, persuasion, and negotiation.
- Identify, develop, and implement process improvements to increase operating efficiency; lead special project teams toward measurable results.
- Build and maintain relationships with business partners; participate in scheduled Market Sales Manager and dealer calls and provide updates as required.
- Develop and define process documentation, performance expectations, and reporting guidelines to support operational consistency.
- Manage a team of 20+ CSRs, including hiring, termination, corrective action, and performance reviews.
- Support consumers from the time a service case is opened through completion of repair.
Benefits
- Medical insurance.
- Vision insurance.
- Dental insurance.
- Basic life insurance.
- 401(k) retirement plan with company match of up to 6%.
- 9–11 paid holidays each year.
- Two weeks of prorated vacation as a new hire.
- Personal time for non-exempt employees or state-mandated sick time.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
