Customer Experience Supervisor

Suddath Companies • Jacksonville, FL

1d • Onsite

About The Position

The Customer Experience Supervisor will manage day-to-day activities and provide front line assistance to the Government Services Customer Service team for The Suddath Companies. This role will partner with business leaders, Managers, and employees to execute and manage the department development and constantly applying new ways to improve processes. This role reports to Director, Customer Engagement.

Requirements

• Excellent verbal and written customer service and communication skills
• Ability to identify, analyze, and creatively solve problems
• Ability to multi-task and manage time effectively
• Ability to diffuse confrontation and create a win-win outcome
• Ability to work under deadlines and within specific time frames
• Self-motivated; works with resourcefulness, urgency and with minimum supervision
• Ability to prioritize and re-prioritize as situations change throughout the workday
• Strong documentation, planning, and organization skills
• Demonstrates confidence and dexterity in difficult situations
• Bachelor’s Degree in Business, Management, Communications or relevant major; or 2+ years’ experience supporting the oversight of day to day responsibilities; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other applications used in the performance of job duties.
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Nice To Haves

• Prior household good relocation experience and/or customer service experience preferred but not required.

Responsibilities

• Quickly investigates escalated customer complaints and provides resolution; communicates with customers
• Assist with onboarding and continuous training of team members
• Assist with recruiting, candidate selection, and employee retention processes
• Work with other department leaders to promote team solutions and problem resolution
• Isolates and identifies areas with opportunities for improvement at both the individual and team levels
• Assist in establishing work procedures and processes that support the company and department standards, procedures and strategic directives
• Prioritize workload to meet required deadline
• Maintain the customer service department policies and work with other departments on policies that interact with customer service

Benefits

• A competitive wage with a comprehensive benefits package
• 401(k) plan with company matching
• Weekly pay for hourly-paid employees
• Biweekly pay for salaried employees
• Paid Time Off (PTO)
• Paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

What This Job Offers

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