Repair Customer Experience Supervisor

AIT Worldwide Logistics•Secaucus, NJ

8d•$64,300 - $92,600

About The Position

The Repair Customer Experience Supervisor is responsible for supporting daily repair operations to ensure the team meets customer and client's expectations with high accuracy. This position pairs the ability to supervise a team while working through the technical support our customers and clients expect. Leading a team through daily tasks, continuous improvement and overall growth of the Home Delivery Repair business.

Requirements

High School degree or GED (Required)
3+ years experience (Required)
3+ years Call Center Supervisory Experience (Required)
Ability to multi-task with strong attention to detail High
Must be able to work in a team setting, across multiple time zones and global geographies High
Ability to determine resources to meet and exceed company and customer expectations High
Ability to problem solve and be solution oriented High
Individual must have a self-starter mentality and is adaptive and flexible High
Computer Skills High

Nice To Haves

Some College/Associate's Degree or higher (Preferred)

Responsibilities

Responsible for Account Management
Analysis, track findings such as trends with products and/or field workmanship that effects the customer’s experience.
Assist in identifying and improving services and customer related issues.
Support and monitor the repair team’s attendance, status’ and coverage.
Able to troubleshoot and overcome operational challenges.
Exhibits the ability to train, coach, develop and mentor the call center repair staff on a daily basis
Responsible for creating and developing process improvement, standardization, and documentation procedures for the team.
Actively participates in the interview process for potential candidates along with onboarding process for new teammates.
Performs other duties as assigned
Complies with all policies and standards

Benefits

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position).
Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement.
In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.

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