Customer Experience Supervisor

Description

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. 

Key Responsibilities  

• Continuous Training: Provide ongoing training for Customer Service representatives to enhance their skills in greeting customers, problem resolution, and maintaining professionalism, ensuring consistent service quality. 
• Strategic Research: Conduct research to identify and implement strategies for further improving the customer experience, staying abreast of industry best practices. 
• Scheduling: Efficiently schedule the calendar for agents, ensuring optimal coverage to meet customer needs. 
• Standard Operating Procedures: Develop and implement standard operating procedures to ensure the success of customer service operations. 
• Policy Maintenance: Contribute to and maintain all customer service procedures and policies, ensuring alignment with company values and objectives. 
• KPI Monitoring: Set and monitor Key Performance Indicators (KPIs) for the department to measure and enhance performance. 
• Budget Management: Effectively manage a monthly budget, making sound financial decisions to optimize departmental resources. 
• Issue Anticipation and Resolution: Proactively anticipate and resolve customer service issues, ensuring a seamless customer experience. 
• Workspace Management: Maintain a professional workspace and workflow, fostering a positive and productive atmosphere. 
• Call and Email Management: Manage a large number of incoming calls and emails, maintaining accurate records of customers' accounts. 

Requirements

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

Working Conditions  

• Primarily works in a professional office environment with regular use of computers, phones, CRM systems (Salesforce or similar), and customer management software. 
• Frequent communication with internal departments (Sales, Production, Field Operations, Accounting) to coordinate project updates and resolve customer concerns. 
• Ability to sit for extended periods while managing calls, emails, reporting dashboards, and performance metrics. 
• Regular handling of high call and email volume, requiring sustained focus, professionalism, and attention to detail. 
• Occasional standing, walking, or light lifting (up to 15 lbs) of office materials as needed. 
• May require participation in team meetings, cross-department strategy sessions, or onsite operational discussions. 
• Standard business hours, with occasional extended hours required to address escalated customer issues or meet departmental deadlines. 
• Fast-paced environment requiring the ability to multitask, prioritize competing demands, manage escalations, and meet performance targets.  

Equal Opportunity Employer  

Expo Home Improvement provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability status, or any other characteristic protected by law.? 

Americans with Disabilities Act (ADA)  

Expo Home Improvement complies with the ADA and will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations.?