Job Description

TITLE: Customer Experience Supervisor

DIVISION: K-12 Solutions

REPORTS TO: Customer Experience Director

FLSA CLASSIFICATION: Exempt/Salary

POSITION OVERVIEW:

The Customer Experience Supervisor, under the supervision of the Customer Experience Director, will oversee and assist team members in the performance of their daily job duties such as responding to customer inquiries and resolving issues or complaints. The Customer Experience Supervisor provides hands-on, active leadership for team members and will also be expected to manage high-profile accounts.

PRINCIPLE RESPONSIBILITIES:

• Works as a key member of Customer Experience leadership team that develops and maintains a strategic customer service vision.
• Manages a team of assigned customer service representatives and ensures compliance with company guidelines particularly related to quality of service.
• Train new team members in the company’s customer service policies, procedures, and best practices, while also ensuring current team members are executing these policies, procedures, and best practices.
• Organizes and oversees work schedules and work assignments to ensure the department is meeting productivity goals and reducing overtime needs. (All overtime must be approved by the department Director.)
• Conducts team member performance evaluations in a timely and constructive manner.
• Maintains and supports the department’s ongoing priority of maintaining excellent customer-focused relations with all customers.
• Ensure all functions within the department are completed with accuracy, and in the most efficient and cost-effective manner.
• Coordinate the day-to-day operations of the department.
• Ensure success on any K-12 initiative, including but not limited to the 98.5% Service Rate goal.
• Handles urgent, after-hours matters (e.g. Operational, purchasing, customer requests, etc.)
• Monitors and reviews calls and other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Produces and maintains department procedural documentation.
• Identifies opportunities to update and/or improve customer service procedures and makes recommendations to the department Director.
• Train agents on how to adequately address problems over the phone and/or how to write correspondence.
• Investigate customers' complaints/problems and provide solutions.
• Communicate with customers via phone or email.
• Coordinate recalls with the K12 team from start to finish.
• Handle major incidents that cannot be resolved by the K12 Account Specialist
• Coordinate requests for customer feedback pertaining to K12 Account Specialist and customer service experience.
• Compile and print reports on overall customer satisfaction.
• Oversee the product exchange and return process.
• Works with department Director on customer service initiatives.
• Performs other related duties as assigned.

REQUIRED SKILLS:

• Strong leadership and team management skills, with the ability to motivate and guide a diverse team of customer service professionals.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Strong organizational skills and great attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Strong interpersonal skills and ability to coach and mentor members of the team.

EDUCATION/EXPERIENCE:

• High School Diploma or equivalent.
• Minimum 3-5 years in a customer service role, with at least 2 years in a leadership role required.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

This position will be in an office setting at a desk equipped with computer, monitors, phone, and other applicable resources/equipment. It will require the applicant to routinely sit, stand, stoop, kneel, crouch, and bend for up to 8 hours. Position requires the occasional lifting of objects up to 10lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EOE M/W/VET/DISABLED

All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements as the employee may be required to perform any other duties as assigned. In the event of an absence where the FP&A Manager cannot perform these duties, the CFO shall perform these duties.

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