Customer Experience Supervisor

Visual Comfort & Co. • Houston, TX

1d • $68,000 - $68,000 • Onsite

About The Position

The Customer Experience Supervisor is responsible for collaborating with team members to enhance overall customer satisfaction. Duties include overseeing the customer service team, improving the end‑to‑end customer experience, supporting representatives with guidance and training, and ensuring exceptional service at every touchpoint.

Requirements

• Bachelor’s degree in business administration, Marketing, or a related field.
• Proven experience in call center, customer service, or supervisory experience.
• Proficient with customer service software tools, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Ability to analyze data and generate meaningful insights.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Available to work a flexible schedule including weekends, early mornings, late evenings
• Must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role. Likewise, Visual Comfort & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).

Responsibilities

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure excellent customer service delivery.
• Monitor and evaluate customer interactions to identify areas of improvement and implement necessary changes.
• Analyze customer feedback and data to identify trends and opportunities for process improvements.
• Collaborate with cross-functional teams to resolve customer issues and provide seamless customer experiences.
• Develop and maintain customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Assist management in setting call center goals by preparing reports and analyzing data.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule. While being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

Benefits

• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level