Customer Experience Supervisor

Pencor Services•Lehighton, PA

8d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Supervisor to support and develop customer care teams across multiple channels. This role requires knowledge of company processes and services, with a strong focus on customer experience. The ideal candidate will have a collaborative approach, a business mindset, and a strong work ethic. Key attributes include a positive demeanor, tactful communication, approachability, and the ability to adhere to company tone and brand standards. The candidate should be humble, goal-oriented, eager to learn various skills and platforms, and possess a service mentality to partner with peers and leaders in creating new solutions. The Customer Care Teams are diverse, fun, caring, and approachable, yet practical in delivering results, embodying the brand promise: “To Deliver a Trusted and Valued Connection – Always!” The company culture fosters learning and growth, with frequent coaching and continuous training opportunities. Dependability and flexibility with scheduling, including weekends and holidays, are essential.

Requirements

High School Diploma or G.E.D
Established residency in Pennsylvania
Valid PA Driver's License and good driving record
Strong Computer Skills to include Microsoft Office Programs and Outlook
Excellent Communications Skills – Oral and Written
Organization skills
Conflict Resolution Skills
Strong Time Management and Organizational Skills
Ability to multitask in a fast-paced environment while adapting changes
Ability to work as part of a team
Ability to perform duties while adhering to company policies and procedures
Ability to create solutions and implement changes which displaying innovation
Ability to work overtime when necessary
Ability to portray a professional, courteous and friendly demeanor at all times

Nice To Haves

Previous leadership experience preferred
Cash Handling Skills preferred

Responsibilities

Embrace core values and lead by example
Create an environment that encourages continual learning and development
Monitor the activities of representatives supporting customers
Assist with evaluating representatives job performance and provide timely feedback
Ensure adherence to proper processes and procedures
Create expectations, provide formal and informal coaching, and recognize success
Communicate with the team on a daily basis
Coach representatives to build problem-solving skills and work independently
Interact with customers on an as-needed basis, handling escalated customer situations
Address any performance issues in a timely manner with management
Communicate and escalate with internal teams and external vendors
Department scheduling and payroll
Collaborate with leadership and other departments to meet evolving business needs
Process time off requests, call outs, and overtime requests
Oversee inventory management of each location, including ordering new supplies when needed
Inspect the store’s physical appearance to ensure it's clean and well-stocked at all times
Train employees on company policies and procedures
Manage employee performance by providing feedback, coaching, and counseling when necessary
Conduct employee performance appraisals to ensure they meet company standards
Conduct interviews to identify talent
Perform and monitor agents monthly
Ensure agents are held to expectations of job duties and performance
Other duties as assigned