Customer Experience Supervisor

POSITION OVERVIEW 

The Customer Experience Supervisor's role is to oversee the daily activities of the following teams - help desk I, dispatch, inspection scheduling and customer advocate operations to ensure that customers, both internal and external, are receiving quality and timely technical assistance and superior customer service in support of systems installed at customers' sites.  This includes the responsibility of developing and managing all procedures related to the identification, prioritization, and resolution of service requests, including the monitoring, tracking, and coordination of ticket queues and customer service functions. Regularly reviews open service work orders and call recordings to ensure response and resolution times are achieved in addition to adhering to the Company's expectations of a friendly, empathetic, and results oriented department.  The Customer Experience Supervisor also provides training, coaching, and development opportunities to these teams to ensure the customer receives knowledgeable and courteous customer service support.

FUNCTIONS OF THE JOB

Essential Functions

• Responsible for developing and managing the teams operations, processes and service to both internal and external customers across all offices. Continuously solicits feedback from customers to determine improved service requirements needed in order to provide a high level of customer service and strengthen relationships with our customer base.
• Managed the daily activities of the teams and provides necessary training and support. Establishes employee expectations and continually provides feedback regarding performance.
• Ensures the teams conform to and meet all requirements within service agreements in consultation with the Director of Managed Systems.
• Coordinates schedules to ensure that each team is properly covered at all times.
• Utilize available call logging and recording tools to analyze the performance of the team's activities and resolutions; identifies problem areas and devises and delivers solutions to enhance quality of service and to prevent future problems.
• Oversee the proper procedures for the logging, tracking, and escalation of incoming requests by team personnel to ensure courteous, timely, and effective issue resolution.
• Designs and enforces request handling and escalation policies and procedures.
• Provides upstream process improvement by providing feedback to sales and operations regarding improvements needed during the sales and/or installation process based on customer and employee support calls.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity and continued improvement.
• Promotes open communication to ensure teamwork.

Supervises:

• Help Desk I
• Customer Advocate
• Dispatch
• Inspection Scheduling

Education:

• Bachelor's Degree and/or four years equivalent work experience.

 Experience:

• Five years working in a service industry.
• Two years' experience in call center or service desk environment.

The following is highly preferred:

• Two years of management or supervisory experience.

Current Openings for Customer Experience Supervisor Jobs at Tech Electronics