Customer Experience Supervisor

Pencor Services•Stroudsburg, PA

2d•Hybrid

About The Position

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV) Technology. Servicing Northeastern Pennsylvania and New York, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives. We are currently seeking a Customer Experience Supervisor to assist us in developing and supporting and our customer care teams through multiple channels. In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience. We are looking for our candidate to have a collaborative approach and a business mindset. Quick learning and strong work ethic will be required. Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations. The position requires the skill and personality to respectfully care for our valued teams, while keeping our company’s policies and guidelines in perspective. It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills and platforms, to be successful in a busy contact center environment. We are seeking an individual that has a service mentality and is excited to partner with peers and leaders to create new solutions. Our Customer Care Teams are diverse and uphold a fun, caring and approachable personality, yet practical to deliver results. Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!” Our culture is rich with learning and growth opportunities. We provide frequent coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our leaders, with the ability to be flexible with your schedule on an as needed basis, including weekends and holidays. Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement, and employee referral program.

Requirements

High School Diploma or G.E.D
Established residency in Pennsylvania
Valid PA Driver's License
Previous leadership experience preferred
Cash Handling Skills preferred
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

Responsibilities

Embrace our core values and consistently lead by example
Create an environment that encourages continual learning and development
Monitor the activities of representatives supporting our 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 department’s to meet evolving needs of our business
Process time off request, call outs and overtime request
Oversee inventory management of each location, including ordering new supplies when needed
Inspect the store’s physical appearance to make sure it’s clean and well-stocked at all times
Train employees on company policies and procedures
Manage employee’s performance by providing feedback, coaching and counseling when necessary
Conduct employee performance appraisals to ensure they meet company standard
Conduct interviews to identify talent to bring into our organization
Perform and monitor agents monthly
Ensure agents are held to expectations of job duties and performance
Other duties as assigned