Customer Experience Supervisor

Kalkomey Enterprises • Dallas, TX

3d

About The Position

A Customer Experience Supervisor is responsible for overseeing a team of customer service representatives, managing customer interactions, resolving escalated issues, and actively working to improve the overall customer experience by analyzing data, implementing process improvements, and ensuring customer satisfaction across all touchpoints within a company; key responsibilities include hiring, training, coaching staff, monitoring performance, addressing complaints, and identifying areas for customer experience enhancement. You must reside in one of these US states : AZ, CO, FL, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI or one of these provinces in Canada: Ontario

Requirements

• A minimum of three years of experience in a contact center leadership role
• Proven track record in a customer service role with supervisory experience preferred
• Proficiency with CRM systems and relevant customer service software
• Understanding of the company’s products, services, and industry standards
• Experience using AI tools in contact centers preferred

Responsibilities

• Team Management Hire, train, and develop customer service representatives. Assign tasks and monitor the performance of team members. Provide coaching and feedback to improve customer service skills. Conduct performance reviews and address performance issues.
• Customer Interaction Management Handle escalated customer complaints and inquiries. Resolve complex customer issues and provide solutions. Monitor customer interactions through phone calls, emails, and live chat. Ensure timely and accurate responses to customer inquiries.
• Customer Experience Improvement Analyze customer feedback data to identify areas for improvement. Implement new processes and procedures to enhance customer experience. Develop and execute customer experience initiatives Track key customer satisfaction metrics and report on trends.
• Quality Assurance Monitor customer service interactions to ensure compliance with company standards. Identify and address quality issues within the team. Conduct regular quality audits to maintain high service levels.
• Cross-Functional Collaboration Work with other departments (sales, marketing, product development) to align customer experience strategies. Communicate customer feedback to relevant stakeholders to drive improvements. Collaborate on new product and service launches to optimize customer experience.

Benefits

• In addition to a competitive salary and annual bonus, we offer these great benefits:
• Employer matched 401(k)
• Medical/Dental/Vision insurance with generous employer contributions (including HSA)
• Maternity and Paternity leave and benefits
• 3 weeks paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule
• Annual wellness allowance, as well as a paid mental health day once a year for when you need it
• Automatic WFH contribution to each paycheck
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees