Customer Experience Supervisor
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Job Location:
Oceanside, CA - USA
Monthly Salary:
$ 50 - 70
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
About KBS
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticalsincluding retail industrial and logistics healthcare education manufacturing and moremaintain clean efficient and welcoming spaces that support their operations. As we continue to grow were looking for team members who are dedicated reliable and ready to contribute to a culture built on respect opportunity and pride in service.
Position Summary
Directly supervises Customer Experience Leads and Agents. Works to ensure data integrity and communication are adhered to. Manages issue escalations through resolution. Oversees management of projects including delivery coordination with interdepartmental groups. Trains staff and provides direction on Company policies procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded.
THIS ROLE IS 100% REMOTE
SALARY RANGE $50-70k
Duties and Responsibilities
Job responsibilities include but are not limited to:
Skills and Experience Required:
Education:
Full-time Benefits:
As a full-time KBS employee (30 hours per week) you may qualify for benefits including medical dental vision prescription drugs and more!
KBS considers all applicants for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression marital or military status or based on an individuals status in any group or class protected by applicable federal state or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticalsincluding retail industrial and logistics healthcare education manufacturing and moremaintain clean efficient and welcoming spaces that support their operations. As we continue to grow were looking for team members who are dedicated reliable and ready to contribute to a culture built on respect opportunity and pride in service.
Position Summary
Directly supervises Customer Experience Leads and Agents. Works to ensure data integrity and communication are adhered to. Manages issue escalations through resolution. Oversees management of projects including delivery coordination with interdepartmental groups. Trains staff and provides direction on Company policies procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded.
THIS ROLE IS 100% REMOTE
SALARY RANGE $50-70k
Duties and Responsibilities
Job responsibilities include but are not limited to:
- Regularly meet with and coach representatives on key company objectives outlined by management
- Clearly define expectations assign work to team members and related tasks
- Proactively monitor and review key performance indicators (KPI) with direct reports; provide direction and development necessary to ensure a high level of performance against defined/measurable goals
- Assist in and develop training curriculum for Customer Service Center Agents and Leads as needed to ensure team effectiveness
- Assess the learning curve of new Customer Service Agents work with center to track performance on an ongoing basis
- Assist in annual performance review for Leads
- Motivate mentor and develop Leads daily
- Conduct team meetings monthly or as needed to assess operations and identify opportunities for greater efficiencies
- Maintain ongoing timely communication with team regarding operation changes
- Ensure that all company and functional policies as well as standard operating procedures are adhered to
- Serve as an example of effective leadership for Customer Service Agents and Leads in dealings with other departments vendors and customers
- Manage customer issues as they arise during day-to-day operations
- Collaborate with other departments to identify procedural issues and trends
- Analyze compliance and key performance reports reviews metrics for accuracy and report trends and results to senior management based on management timelines
- Report site-level performance to senior management and calibrate routinely to maintain Quality Assurance
- Track rollout progress including vendor management start dates and internal team coordination and training
- Participate in weekly operations and customer conference calls to review key performance indicators unresolved customer escalations and account changes
- Prepare materials for Quarterly Business Reviews and presents findings to customers as requested
- Payroll and manage timecards
- Accountable for weekly reporting client work order reconciliation IVR management chemical and supplies ordering vendor portal training and AP/AR issue resolution
- Assist and facilitate mergers and acquisition customer training and coordination
Skills and Experience Required:
- Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
- Prior Customer Service team management
- Advanced experience with Microsoft Office with an emphasis in Excel (must know PIVOT TABLES and V LOOKUP)
- Experience with other business technology applications (SalesForce NetSuite etc.)Facilities Maintenance industry a plus
- Training and management of people
- Interpersonal listening and conflict managementability
- Strong written and oral communication
- Mathematical analytical and problem-solving skills
- Prior Customer Service team management preferred
- Advanced experience with Microsoft Office with an emphasis in Excel (must know PIVOT TABLES and V LOOKUP)
- Experience with other business technology applications (SalesForce NetSuite etc.)
Education:
- Bachelors Degree in Business or related field is preferred but not required
Full-time Benefits:
As a full-time KBS employee (30 hours per week) you may qualify for benefits including medical dental vision prescription drugs and more!
- Paid Time Off
- Paid Holidays
- Sick Time
- Life Insurance
- Short Term Disability Employer paid
- Long Term Disability
- Supplemental Health Insurance (E.G. Accident)
- 401k plan with a match or Non-qualified Deferred Compensation Plan
- Pet Insurance
- PerkSpot Discount Program discounts on travel gyms cell phones restaurants auto apparel & electronics
KBS considers all applicants for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression marital or military status or based on an individuals status in any group or class protected by applicable federal state or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
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
About Company
KBS clients raise standards and lower costs by providing essential facility services at more than 100,000 client locations nationwide.
