Customer Experience Supervisor
Maui Jim
This job is no longer accepting applications
See open jobs at Maui Jim.See open jobs similar to "Customer Experience Supervisor" Greater Peoria, IL.At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and “high touch” work environment that values the members of our ‘Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service.
If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim 'Ohana! Aloha~
The major function of this position is:
Contribute to the overall customer satisfaction, employee retention and account efficiency objectives by ensuring performance standards are met and enhanced. Increase employee performance through coaching and development from leadership. Improve employee and department morale through effective communication and management.
The essential responsibilities and duties of this position are:
Provides day-to-day leadership, coaching and development to direct reports.
To continually seek improvement in every aspect of the position and departmental functions. Identify and solve problems, recommend and implement process improvements. Areas for improvement should be targeted at increasing customer satisfaction, employee satisfaction, and/or Maui Jim efficiency.
Leverage knowledge of customer service programs to lead team to meet and exceed business expectations and provide the highest level of customer service.
Provide guidance and support to team leads to ensure representatives are equipped with the necessary knowledge and skills needed to meet department standards.
Maintain up-to-date knowledge of products, services, policies and procedures. Facilitate communication of new information to leads and CSRs in a timely manner, ensuring understanding and consistency of contact handling by all representatives.
Provide on-going training and coaching to team regarding areas of opportunity; develop leads and representatives to their fullest potential to enhance career growth; recognizing and rewarding representatives for accomplishments.
Perform contact monitoring to ensure adherence, contact integrity, and proper contact channel etiquette is being met. Provide in the moment coaching and guidance to representatives as needed to ensure contacts are handled with professionalism, empathy and accuracy.
Coordinate and evaluate with lead trainers the training process of new employees. Ensure all training materials are in compliance and materials are accurately documented and maintained.
Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between Company policy and customer benefit.
Serve as go-to person for leads and CSRs inquiries and questions. Serve as a referral resource for customer service contacts including problem resolution.
Complete the performance review process by providing feedback and input on individual team members with assistance from the Manager.
Assist in the development and implementation of quality improvement programs in order to increase customer satisfaction, drive productivity and improve service levels.
Other Responsibilities:
Assist with customer contacts during extreme peak periods.
Collaborate with Training and HR team to keep reference materials accurate and up-today.
Evaluate and follow-up with the training of new employees. Interview potential candidates for vacant agent and lead positions.
Perform other work-related tasks as requested or required.
Hours: Sunday 7:30AM-4:00PM and Monday-Thursday 12:30PM-9:00PM
Desired Qualifications
As a guide, indicated below is the preferred education and experience for this position:
3-5 years’ experience in contact center software and phone systems experience.
High school graduate, 2 years college.
Strong understanding of all channels of the customer experience, including a complete understanding of the support platforms. Including but not limited to, tickets, CRM, WFM, SAP, Hard and Soft phone, etc.
Three years minimum supervisory experience.
In lieu of education, the following equivalent experience is preferred:
Extensive training in Customer Service.
Five years minimum supervisory experience.
Listed below are the particular skills preferred for this position:
Excellent customer-service orientation
Strong interpersonal and listening skills
Ability to correspond ideas in both user-friendly and technical language
Ability to develop and motivate team
Great confidence and an excellent business sense
Excellent verbal and written communication skills
Computer experience including Microsoft
Work Shift:
1st Shift (United States of America)Special Language Requirement (If Applicable):
This job is no longer accepting applications
See open jobs at Maui Jim.See open jobs similar to "Customer Experience Supervisor" Greater Peoria, IL.