A leading manufacturing company in the residential interiors space is seeking a Customer Experience Supervisor to oversee the customer service team, improve the end-to-end customer experience, support representatives with guidance and training, and ensure exceptional service at every touchpoint.
Salary: $68,000 Location: Houston, TX Onsite Type: Direct Hire
Responsibilities:
Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure excellent customer service delivery.
Monitor and evaluate customer interactions to identify areas of improvement and implement necessary changes.
Analyze customer feedback and data to identify trends and opportunities for process improvements.
Collaborate with cross-functional teams to resolve customer issues and provide seamless customer experiences.
Develop and maintain customer service standards, policies, and procedures.
Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
Assist management in setting call center goals by preparing reports and analyzing data.
Requirements:
Must have flexible availability, including weekends depending on business needs
Bachelors degree in business administration, Marketing, or a related field
Proven experience leading a call center or customer service team
Experience working within luxury retail, lighting, interior design, home furnishings, or a related field
Proficient with customer service software tools, software applications, and phone systems
Exceptional verbal and written communication skills
Strong problem-solving and decision-making abilities
Experience setting, implementing and monitoring team and individual KPIs
Demonstrate exceptional communication across all contact channels, including email, chat and phone
#LI-DNI
Numbers & Facts
Location
Houston, TX
Skills
Business Administrationunmatched
Call Center Managementunmatched
Call Centersunmatched
Communication Skillsunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Service Evaluationunmatched
Customer Service Softwareunmatched
Customer Service Toolsunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Data Analysisunmatched
Interior Designunmatched
Leadershipunmatched
Manufacturingunmatched
Marketingunmatched
People Managementunmatched
Performance Analysisunmatched
Performance Managementunmatched
Performance Metricsunmatched
Performance Reviewsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Reporting Skillsunmatched
Resolve Customer Issuesunmatched
Retailunmatched
Service Deliveryunmatched
Set Goalsunmatched
Team Lead/Managerunmatched
Training/Teachingunmatched
Trend Analysisunmatched
Writing Skillsunmatched
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