Customer Experience Supervisor

DUTIES AND RESPONSIBILITIES

Develop and implement customer service policies and procedures

Monitor customer service representatives’ performance and provide ongoing coaching and feedback

Resolve customer complaints and inquiries in a timely and efficient manner

Analyze customer service trends and recommend improvements

Train and onboard new customer service representatives

Monitor customer service representatives’ adherence to company policies and procedures

Ensure customer service representatives maintain a high level of customer service

Prepare and analyze customer service reports

Foster an environment of collaboration and teamwork among customer service representatives

QUALIFICATIONS:

Bachelor’s degree in Business Administration or related field

Minimum of 1-3 years of experience in customer service

Excellent leadership and organizational skills

Strong communication, problem-solving, and decision-making skills

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)

Able to handle multiple tasks and prioritize effectively

Able to motivate and mentor customer service representatives

Knowledge of customer service software and systems

Work Location: In person

Work Location: In person