Customer Service Supervisor (Customer Experience Supervisor)
Scranton, PA Scranton, PA Full-time Full-time $55,000 - $63,000 a year $55,000 - $63,000 a year 1 day ago 1 day ago 1 day ago Some titles are Customer Service Supervisor or Customer Experience Supervisor but we call it Experience Team (XT) Supervisor.
This role will work remote in your home office, with some requirements to work out of our Keyser Ave location in Scranton, PA.
The ideal candidate will commute no more than 50 miles to Scranton.
Please note that we will not consider candidates who live outside of 50 miles.
Purpose and Scope:
This role is a new position supervising a team of customer service representatives who also work remote.
The primary objective of the new role is to lead our amazing Experience Team who delivers World Class Customer Experience to homeowners on the Consumer Journey, with a focus of turning potential buyers into customers.
Note:
this is not a sales position, rather a role that will partner with potential buyers to help them along in the purchasing journey.
Supervisors are excellent listeners, problem solvers and leaders who aid their team members in delivering World Class Service.
Experience Team Supervisors focus on the well-being, support and development of their direct reports.
Key Responsibilities and Accountabilities:
Set an example of Servant Leadership for everyone across the Organization Training and education of themselves and the Experience Team Members Provide coaching, guidance, and development of the Experience Team Members Oversight of outbound calls to homeowners on the Consumer Journey Ensure direct reports meet monthly and annual KPIs Regularly report out Team performance to other business functions Look for opportunities to better integrate and partner with other departments Hold regularly scheduled one-to-ones with Direct Reports Drive Continuous improvement in line with our Core Value of Better Today than Yesterday Manage queue volume and XT member's schedules to maximize occupancy and meet Customer SLAs Education and
Experience:
2-year college degree 2-5 years or greater business experience preferably in a Call Center Preferably 1-2 years of experience as a people manager in a Call Center Environment Proven success at achieving measured objectives and key results Job Knowledge, Skills and Abilities:
Process driven Strong analytical, prioritization, organizational, and problem-solving skills Strong verbal, interpersonal and communication skills Strong systems and CRM skills, ideally Salesforce.
com Integrity and willingness to support Company core value of 'Do the Right Thing' Teamwork and willingness to support Company core value of 'Best Team Wins' Job Type:
Full-time Pay:
$55,000.
00 - $63,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Supplemental pay types:
Bonus pay Application Question(s):
Do you currently live within 50 miles of Scranton, PA?
Experience:
Supervisor:
1 year (Required) Work Location:
Hybrid remote in Scranton, PA 18504.
Estimated Salary: $20 to $28 per hour based on qualifications.
This role will work remote in your home office, with some requirements to work out of our Keyser Ave location in Scranton, PA.
The ideal candidate will commute no more than 50 miles to Scranton.
Please note that we will not consider candidates who live outside of 50 miles.
Purpose and Scope:
This role is a new position supervising a team of customer service representatives who also work remote.
The primary objective of the new role is to lead our amazing Experience Team who delivers World Class Customer Experience to homeowners on the Consumer Journey, with a focus of turning potential buyers into customers.
Note:
this is not a sales position, rather a role that will partner with potential buyers to help them along in the purchasing journey.
Supervisors are excellent listeners, problem solvers and leaders who aid their team members in delivering World Class Service.
Experience Team Supervisors focus on the well-being, support and development of their direct reports.
Key Responsibilities and Accountabilities:
Set an example of Servant Leadership for everyone across the Organization Training and education of themselves and the Experience Team Members Provide coaching, guidance, and development of the Experience Team Members Oversight of outbound calls to homeowners on the Consumer Journey Ensure direct reports meet monthly and annual KPIs Regularly report out Team performance to other business functions Look for opportunities to better integrate and partner with other departments Hold regularly scheduled one-to-ones with Direct Reports Drive Continuous improvement in line with our Core Value of Better Today than Yesterday Manage queue volume and XT member's schedules to maximize occupancy and meet Customer SLAs Education and
Experience:
2-year college degree 2-5 years or greater business experience preferably in a Call Center Preferably 1-2 years of experience as a people manager in a Call Center Environment Proven success at achieving measured objectives and key results Job Knowledge, Skills and Abilities:
Process driven Strong analytical, prioritization, organizational, and problem-solving skills Strong verbal, interpersonal and communication skills Strong systems and CRM skills, ideally Salesforce.
com Integrity and willingness to support Company core value of 'Do the Right Thing' Teamwork and willingness to support Company core value of 'Best Team Wins' Job Type:
Full-time Pay:
$55,000.
00 - $63,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Supplemental pay types:
Bonus pay Application Question(s):
Do you currently live within 50 miles of Scranton, PA?
Experience:
Supervisor:
1 year (Required) Work Location:
Hybrid remote in Scranton, PA 18504.
Estimated Salary: $20 to $28 per hour based on qualifications.
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