Customer Experience Supervisor
About The Position
About KBS Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily . We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more —maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we're looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service. If this sounds like you, then why wait, APPLY TODAY!! Candidate must live in the United States This position is a full-time, remote opportunity. Position Summary The Customer Experience Supervisor directly supervises Customer Experience Leads and Agents. Works to ensure data integrity and communication are adhered to. Manages issue escalations through resolution. Oversees management of projects, including delivery coordination with interdepartmental groups. Trains staff and provides direction on Company policies, procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded.
Requirements
- Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
- Advanced experience with Microsoft Office, with an emphasis in Excel (must know PIVOT TABLES and V LOOKUP)
- Experience with other business technology applications (SalesForce, NetSuite, etc.)
Nice To Haves
- Facilities Maintenance industry a plus
- Prior Customer Service team management preferred
- Bachelor's Degree in Business or related field is preferred but not required
Responsibilities
- Regularly meet with and coach representatives on key company objectives outlined by management
- Clearly define expectations, assign work to team members and related tasks
- Proactively monitor and review key performance indicators (KPI) with direct reports; provide direction and development necessary to ensure a high level of performance against defined/measurable goals
- Assist in and develop training curriculum for Customer Service Center Agents and Leads as needed to ensure team effectiveness
- Assess the learning curve of new Customer Service Agents, work with center to track performance on an ongoing basis
- Assist in annual performance review for Leads
- Motivate, mentor, and develop Leads daily
- Conduct team meetings monthly or as needed to assess operations and identify opportunities for greater efficiencies
- Maintain ongoing timely communication with team regarding operation changes
- Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
- Serve as an example of effective leadership for Customer Service Agents and Leads in dealings with other departments, vendors and customers
- Manage customer issues as they arise during day-to-day operations
- Collaborate with other departments to identify procedural issues and trends
- Analyze compliance and key performance reports, reviews metrics for accuracy, and report trends and results to senior management based on management timelines
- Report site-level performance to senior management, and calibrate routinely to maintain Quality Assurance
- Track rollout progress, including vendor management, start dates, and internal team coordination and training
- Participate in weekly operations and customer conference calls to review key performance indicators, unresolved customer escalations, and account changes
- Prepare materials for Quarterly Business Reviews, and presents findings to customers, as requested
- Payroll and manage timecards
- Accountable for weekly reporting, client work order reconciliation, IVR management, chemical and supplies ordering, vendor portal training and AP/AR issue resolution
- Assist and facilitate mergers and acquisition customer training and coordination
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
