Customer Experience Supervisor

The Customer Experience Supervisor will manage all Customer Experience Agents and provide daily guidance on all member and customer service inquiries via phone, chat, social media, and email. The Customer Experience Supervisor will be accountable for incident/claims management and analysis as well as daily problem solving and directly contributing to processing memberships, in-bound and out-bound cross-selling, up-selling, and retention projects. The Customer Experience Supervisor will also coordinate point of sale system logistics ranging from SKUs to hardware. Responsibilities such as handling of claims, social media replies, review management, fleet accounts, and referrals will be assigned and contribute to the organization's larger goals.
Key responsibilities:
Call Center:

• Ensure all member and customer interactions via phone, chat, email, social and review platforms are addressed with professional interactions and effective resolution of customer issues. Monitor Agents for adherence to brand communication standards.
• Assign workloads to Agents using customer management platforms on a daily basis.
• Plan and conduct performance appraisals of Call Center staff, administer disciplinary action, raises, bonuses, and promotions when necessary.
• Update member accounts, billing, and credit information using a customer management system for ticket tracking, and databases, POS and/or CRM system for transactions
• Manage multiple simultaneous customer sessions in a high-volume call center environment.
• Coach team to conduct outbound calls for cross-sell, up-sell, win-back and other assigned tasks. Oversee Agents' daily productivity measures.
• Enforce Call Center service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Maintain strict adherence to all processes and procedures.
• Monitor and review calls to ensure problems have been adequately resolved.
• Compose email replies to unique customer scenarios demonstrating excellent communication skills, ensuring spelling, grammar and punctuation are accurate.
• Overcome objections relating to billing, incidents or other sensitive account concerns.
• Provide answers to membership questions demonstrating superb understanding of the product portfolio and promotions.
• Contribute to building of Customer Experience scripts, macros and training as assigned.
• Manage all promotion requests, SKU catalog, coupon code management and testing
• Create documentation of POS keys, definitions, workflows and keep up to date and Maintain knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Develop expert-level knowledge of POS programming, functions, reporting across all available platforms, and keep up to date with POS vendor technology roadmap, versions and change logs.
• Act as primary owner of POS equipment, servers, Express Pay Terminals (XPTs), Tunnel Watch systems and others as assigned.
• Promotion requests, launch, implementation, and execution
• Lead POS activities and profile set-ups for new site openings including multiple business units (car wash, gas, convenience store, lube, detail and others). Set up installation of POS Equipment in coordination with various departments involved with the project.

• Resolve escalated customer issues and provide value by trend-spotting issues or customer needs as they arise.
• Analyze performance of Call Center activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Track and analyze trends in Call Center requests and generate statistical reports measuring performance vs established KPIs.
• Incident Management:
• Be the main point of contact for all incident escalations both over the phone and via email. This includes overcoming objections relating to incident outcome, billing, or other sensitive account concerns
• Work with customer's insurance to determine incident liability. This includes providing verbal or written statements to insurance, scheduling and hosting viewings of footage and processing subrogation paperwork when needed.
• Provide a second opinion on incident outcomes when needed
• Ensure all incidents are processed in a timely matter; oversee Agents' daily incident activity

• Be the main point of contact for all incident escalations both over the phone and via email. This includes overcoming objections relating to incident outcome, billing, or other sensitive account concerns
• Work with customer's insurance to determine incident liability. This includes providing verbal or written statements to insurance, scheduling and hosting viewings of footage and processing subrogation paperwork when needed.
• Provide a second opinion on incident outcomes when needed
• Ensure all incidents are processed in a timely matter; oversee Agents' daily incident activity

• Associate's Degree in Business
• 5-7 years customer service in a call center required
• 5-7 years hands-on experience working in a CRM database or customer service software (Zendesk, Dialpad, Salesforce, Microsoft Dynamics, Sugar, Hubspot or similar) required
• Working knowledge of claims or insurance practices
• Advanced knowledge of various Point-of-Sale software such as DRB POS, Aloha POS, or Micros POS is required.
• Proficient in Microsoft Office applications. Vizio or other workflow software highly desired.
• Knowledge of social media platforms
• Passionate about ensuring a positive Customer Experience
• Excellent communication skills, both written and verbal
• Proven experience in resolving customer complaints
• Excellent attention to detail, problem solving ability and time management expertise.
• Must be able to work a flexible schedule including shifts from 7am-9am and weekends
• Spanish/English fluency preferred