Customer Experience Supervisor

Ashley Furniture Industries•Tampa, FL

2d•Onsite

About The Position

The Customer Experience Supervisor is responsible for the day-to-day operation of the Customer Experience team. This position will provide direction and support to fully service our customers, establish and maintain Key Process Measures for the Customer Experience Department, and develop a productive work environment with clear and precise guidelines/standard operating procedures.

Requirements

Bachelor’s degree in business management or related field, or equivalent work experience, Required
3 years’ experience in Customer Service, Supervision or a combination, Required
Strong Customer Service Skills
Profound knowledge of product planning and customer service processes
Effective coaching, guiding and development skills
Demonstrate confidence to face leadership challenges
Strength in setting goals professionally and personally
Professional telephone etiquette
Provide effective leadership, promote teamwork and demonstrate the ability to lead people to get results
Maintain a positive and professional attitude that motivates others and promotes enthusiasm
Strong attention to detail
Excellent verbal and written communication skills
Excellent interpersonal skills
Effective time management and organizational skills
Work independently as well as in a team environment
Document management system
Analytical and problem-solving skills
Maintain confidentiality
Working knowledge of Continuous Improvement
Handle multiple projects simultaneously within established time constraints
Proficient computer skills, including experience with Microsoft Office Suite, and internet
Perform under strong demands in a fast-paced environment
Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
Display empathy, understanding and patience with employees and external customers
Respond professionally in situations with difficult employee/vendor/customer issues or inquiries

Responsibilities

Manage the day-to-day operations of the Customer Experience team to ensure excellent customer service and satisfaction, adherence to standard operating procedures, and high-efficiency completion of tasks.
Drive change and encourage growth by providing guidance and support to employees; aid employees with difficult customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers at all times.
Manage proper staffing levels to ensure coverage for work completion and availability for customers.
Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
Collaborate with the IT department on current system functionality as well as system improvements.
Work with Customer Experience Supervisors to develop and manage key process measures within each area of responsibility.
Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.
Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.
Audit, maintain and ensure employee time-keeping and absentee records are accurate.
Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
Demonstrate the Company’s Core and Growth Values in the performance of all job functions
Professionally represent the department and the company in manner that works toward the building of positive relationships within the company as well as out in the community.
Continue personal growth and development and stay current on company and departmental policies and processes through departmental and company sponsored training, off-site opportunities and individually seeking out knowledge.
Assist with the development and maintenance of standard operating procedures.
Create, develop and manage a project to completion.
Assist with training and development for the company, dealer visits, district managers, regional managers, new Ashley management staff.
Maintain reliable attendance.
Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
Complete other assignments and special projects as requested.