Customer Service Supervisor

THE ROLE
The Customer Experience Supervisor will work closely with all staff employees to ensure the delivery of world-class reliable service. This position is responsible for supervising a team to provide reliable support and service and possesses solid and proven experience. Will manage projects that support the key initiatives within the Customer Experience Organization.
Principle Duties and Responsibilities

• Assist the Customer Experience Manager in leading the department, participate in leadership team meetings and ensure expectations and job functions that support JELD-WEN goals are maintained and followed
• Function as the “Knowledge Coordinator” for departmental resources
• Manage the daily workflow to ensure departmental goals are met
• Respond to escalated claims/complaints
• Develop strategies to manage planned and unplanned absences and inconsistent work volume
• Monitor the quality and accuracy of the work performed by staff employees and train to the deficiencies
• Maintain an expert understanding of JW products, services, and operations to better understand the needs of the customer and the needs of the company
• Serve as department liaison between staff and management for escalated and difficult customer situations
• Ensure the department is operating and adhering to JW policies and procedures supervising and assisting in the work activity of other team members.
• Assist department manager with departmental process improvements and advise on areas that do not meet customer expectations.
• Serve as a product expert for developing and assisting the department manager with the coordination of training curriculum for current and new employees.
• Assist and multi-task in a fast-paced call center setting with constantly changing demands.
• Is an integral part of customer relations and will help lead the Customer Experience Team in communicating with escalated customers and service issues
• Provides continuous training, coaching, and feedback to employees to maintain the highest service standards
• Is effective and professional and is responsible for ensuring that all policies, procedures, and goals are followed by staff.
• Perform evaluations and audit performance standards throughout the year
• Evolve Customer Experience by introducing new and fresh processes and out of box thinking.

Knowledge, Skills, Abilities

• Strong business acumen; ability to understand the strategic vision and translate it into actionable objectives.
• Ability to thrive in a fluid, demanding culture and work across functional barriers

• Problem-Solving – Identify and resolve problems in a timely manner. Gather and analyze information skillfully.
• Technical Skills – Learn and maintain product knowledge.
• Customer Service – Manage difficult or emotional customer situations. Respond promptly to customer needs. Respond to requests for service and assistance. Meet customer commitments.
• Interpersonal – Focus on solving conflict, not blaming. Keep emotions under control. Listen to others without interrupting. Accept feedback from others.
• Oral Communication - Speak clearly and persuasively in positive or negative situations. Listen and gets clarification. Respond professionally to questions.
• Team Work – Balance team and individual responsibilities. Exhibit objectivity and openness to others’ views. Contribute to building a positive team spirit.
• Written Communication – Write clearly and informatively. Edit work for spelling and grammar. Vary writing style to meet needs. Present numerical data effectively.
• Leadership – Provide work direction and guidance to other team members
• Ethics - Treat people with respect; work ethically and with integrity; uphold organizational values.
• Organizational Support – Observe, maintain, and set the example for company policies and procedures.
• Adaptability – Change approach or method to best fit the situation.
• Attendance/Punctuality – Is consistently at work and on time.
• Dependability - Follow instructions, and respond to management direction.
• Initiative - Ask for and offer help when needed. Assess own strengths and weaknesses; strive to continually build knowledge and skills.
• Innovation - Meet challenges with resourcefulness; generate suggestions for improving work.
• Judgment - Exhibit sound and accurate judgment.
• Quality - Demonstrate accuracy and thoroughness; monitor own work to ensure customer satisfaction.
• Quantity - Meet productivity standards; complete work in timely manner.
• Safety and Security - Observe safety and security procedures; report potentially unsafe conditions; use equipment and materials properly and appropriately.

Education and Experience

• Bachelor’s degree from an accredited institution along with 8 years of related experience.
• 10 years related professional experience and/or training in lieu of a Bachelor’s degree
• Demonstrated managerial, training, and customer service experience. Ability to remain calm under pressure and resolve issues in a timely manner
• Working knowledge and experience with CRM and ERP systems required
• 5 years of Customer Service experience with demonstrated knowledge of JW products or systems preferred

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services

Job Type: Full-time

Pay: $66,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Remote