Customer Experience Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and support customer service staff on a daily basis

• Oversee staffing requirements, including recruitment, coaching, training, and performance evaluations

• Contribute to decisions regarding terminations, compensation, and promotions

• Monitor and assess customer service performance

• Identify operational challenges and enhance processes by implementing improvement strategies

• Supervise call center schedules, training periods, and performance forecasts to ensure service levels are met

• Analyze customer feedback and establish mechanisms for performance enhancement

• Communicate and uphold company policies and procedures

• Develop and enforce customer service performance standards

• Mentor Lead Customer Service Representatives

• Assess training requirements and create training programs

• Prepare customer service reports

• Develop and analyze budgets, reports, and financial information

• Investigate and resolve escalated customer service issues

• Directly oversee a team of 18-20 full-time representatives

⛳️ Requirements

• Must reside and work in the United States

• High School Diploma or GED (from an accredited institution)

• 5 years of relevant professional experience

• Experience in call center or customer service is mandatory

• Supervisory or management experience is essential

• Direct supervision of a team of 18-20 full-time representatives is required

• No specific certificates, licenses, or registrations are necessary

• Standard work schedule: 7:30 AM - 5:00 PM EST

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life Insurance

• Short-Term Disability

• Stock Purchase Plan

• Company contribution to 401K

• Paid Vacation

• Holidays

• Personal Days

• Opportunities for advancement within the organization

• A fun and engaging work environment

• Competitive overall compensation package