Expo Care Supervisor

Expo Home Improvement•Farmers Branch, TX

1d•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

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

Responsibilities

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