Customer Experience Supervisor

Expo Home Improvement•Farmers Branch, TX

just now•Onsite

About The Position

The Customer Experience Supervisor will lead our Expo Care team. In this role, you will be instrumental in ensuring customer satisfaction by overseeing the timely completion of all projects and resolving any issues through a customer-centric approach. As a pivotal member of our team, you will contribute to the development of a positive work environment, train customer service staff, and play a key role in enhancing our customer experience.

Requirements

Customer-Centric Focus: Demonstrated ability to assess customers' needs and provide solutions for a positive customer experience.
Problem-Solving Skills: Quick thinking, adept at finding solutions, and responding promptly to customer issues with a polite and professional demeanor.
Multitasking Ability: Strong multitasking skills, with the ability to prioritize and manage time efficiently.
Leadership Skills: Ability to encourage and lead a team, providing mentorship and guidance.
Analytical Skills: Proficient in analyzing data and statistics to translate results into actionable solutions.
Communication Skills: Excellent verbal and written communication skills.
Self-Motivation: Self-motivated and directed, comfortable in both leadership and team-player roles.
Creativity: Creative problem solver who thrives in challenging situations.
Technical Proficiency: Computer skills with experience in tracking and recording call information, utilizing Salesforce or similar software.
Time Management: Excellent time management and prioritization skills.
Experience: Previous experience in customer support, client services, sales, production, or related fields.
Education: High school degree or equivalent; bachelor’s degree in business administration, business, or a related field preferred.

Responsibilities

Continuous Training: Provide ongoing training for Customer Service representatives to enhance their skills in greeting customers, problem resolution, and maintaining professionalism, ensuring consistent service quality.
Strategic Research: Conduct research to identify and implement strategies for further improving the customer experience, staying abreast of industry best practices.
Scheduling: Efficiently schedule the calendar for agents, ensuring optimal coverage to meet customer needs.
Standard Operating Procedures: Develop and implement standard operating procedures to ensure the success of customer service operations.
Policy Maintenance: Contribute to and maintain all customer service procedures and policies, ensuring alignment with company values and objectives.
KPI Monitoring: Set and monitor Key Performance Indicators (KPIs) for the department to measure and enhance performance.
Budget Management: Effectively manage a monthly budget, making sound financial decisions to optimize departmental resources.
Issue Anticipation and Resolution: Proactively anticipate and resolve customer service issues, ensuring a seamless customer experience.
Workspace Management: Maintain a professional workspace and workflow, fostering a positive and productive atmosphere.
Call and Email Management: Manage a large number of incoming calls and emails, maintaining accurate records of customers' accounts.