Supervisor, Customer Experience

Fort Smith, AR - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

Description

The Supervisor Customer Experience is responsible for overseeing the divisions Customer Experience Professionals and providing service to internal and external customers on complex issues including determining customer requirements expectations and ensuring fulfillment.

This position will serve ourUS Air Division located inFort Smith AR.

Responsibilities

Onboard and train call center personnel.
Manage all aspects of New Employee work-area set up.
Coach call center staff through challenging customer service issues.
Handle escalation calls as a tier above the Customer Experience Representative.
Analyze call center data and provide reports for upper management.
Continually evaluate staff effectiveness and performance.
Lead team meetings and 1:1 meetings with direct reports.
Prepare & give presentations.
Develop monthly quarterly and annual call center goals and action plans.
Prepare work schedules to ensure sufficient coverage.
Establish a high standard for productivity quality customer service as well as define guidelines.
Develop annual goals for self and team aligning to the overall CX strategy
Continuous Improvement experience
Process improvements experience
Servant leadership skills listening empathy self-awareness foresight commitment to growth building community
Other duties as assigned.

Qualifications

Bachelors Degree in Business Statistics Economics or related field
5 years experience customer service or customer call center operations
Experience supervising others
Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
Excellent communication skills written and verbal with attention to detail and accuracy.
Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
Understands basic management approaches such as work scheduling prioritizing coaching and process execution.
Demonstrated ability to work well with others is a matrix team environment
Ability to present information and respond to questions from groups manager clients and customers
Recognize and implement process improvement.
Understanding of supply chain logistics.

HOW TO STAND OUT:

Advanced Degree in Business Statistics Economics or related field
Experience in HVACR or related industry

#LI-Onsite

#LI-LF1

Required Experience:

Manager

DescriptionThe Supervisor Customer Experience is responsible for overseeing the divisions Customer Experience Professionals and providing service to internal and external customers on complex issues including determining customer requirements expectations and ensuring fulfillment.This position will ...

Description

This position will serve ourUS Air Division located inFort Smith AR.

Responsibilities

Onboard and train call center personnel.
Manage all aspects of New Employee work-area set up.
Coach call center staff through challenging customer service issues.
Handle escalation calls as a tier above the Customer Experience Representative.
Analyze call center data and provide reports for upper management.
Continually evaluate staff effectiveness and performance.
Lead team meetings and 1:1 meetings with direct reports.
Prepare & give presentations.
Develop monthly quarterly and annual call center goals and action plans.
Prepare work schedules to ensure sufficient coverage.
Establish a high standard for productivity quality customer service as well as define guidelines.
Develop annual goals for self and team aligning to the overall CX strategy
Continuous Improvement experience
Process improvements experience
Servant leadership skills listening empathy self-awareness foresight commitment to growth building community
Other duties as assigned.

Qualifications

Bachelors Degree in Business Statistics Economics or related field
5 years experience customer service or customer call center operations
Experience supervising others
Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
Excellent communication skills written and verbal with attention to detail and accuracy.
Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
Understands basic management approaches such as work scheduling prioritizing coaching and process execution.
Demonstrated ability to work well with others is a matrix team environment
Ability to present information and respond to questions from groups manager clients and customers
Recognize and implement process improvement.
Understanding of supply chain logistics.

HOW TO STAND OUT:

Advanced Degree in Business Statistics Economics or related field
Experience in HVACR or related industry

#LI-Onsite

#LI-LF1

Required Experience:

Manager

Key Skills

Computer Science
user experience
User Interface
SME
CSS
Interaction Design
Windows
Android
Usability Studies
Visual Design
HTML
User Research
JavaScript
Web Services
Wireframes

Apply Now

About Company

Rheem

At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. ... View more

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