Hybrid Customer Experience Supervisor

at Pencor Construction

• Job title: Customer Experience Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Stroudsburg, United States

About the role

• Customer Experience Supervisor developing support for customer care teams in hybrid working environment. Leading service operations and fostering a positive team culture at Blue Ridge Communications.

Responsibilities

• Embrace our core values and consistently lead by example
• Create an environment that encourages continual learning and development
• Monitor the activities of representatives supporting our customers
• Assist with evaluating representatives job performance and provide timely feedback
• Ensure adherence to proper processes and procedures
• Create expectations, provide formal and informal coaching and recognize success
• Communicate with the team on a daily basis
• Coach representatives to build problem-solving skills and work independently
• Interact with customers on an as-needed basis, handling escalated customer situations
• Address any performance issues in a timely manner with management
• Communicate and escalate with internal teams and external vendors
• Department scheduling and payroll
• Collaborate with leadership and other department’s to meet evolving needs of our business
• Process time off request, call outs and overtime request
• Oversee inventory management of each location, including ordering new supplies when needed
• Inspect the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Train employees on company policies and procedures
• Manage employee’s performance by providing feedback, coaching and counseling when necessary
• Conduct employee performance appraisals to ensure they meet company standard
• Conduct interviews to identify talent to bring into our organization
• Perform and monitor agents monthly
• Ensure agents are held to expectations of job duties and performance
• Other duties as assigned

Requirements

• High School Diploma or G.E.D
• Established residency in Pennsylvania
• Valid PA Driver's License
• Previous leadership experience preferred
• Cash Handling Skills preferred
• Strong Computer Skills to include Microsoft Office Programs and Outlook
• Excellent Communications Skills – Oral and Written
• Organization skills
• Conflict Resolution Skills
• Strong Time Management and Organizational Skills
• Ability to multitask in a fast-paced environment while adapting changes
• Ability to work as part of a team
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes which displaying innovation
• Ability to work overtime when necessary
• Ability to portray a professional, courteous and friendly demeanor at all times

Benefits

• Impressive health insurance package to full-time employees
• Paid time off
• Tuition reimbursement
• Employee referral program