Customer Experience Supervisor
2 weeks ago
Title: Customer Experience Supervisor
Type: Internal Staff Only
Term: 1-year
***This role is for a 1-year contract. The successful candidate will return to their previous role following the completion of the 1-year term.
The Customer Experience team is looking for someone who shares their passion in the training and development of our WellnessLiving customer-facing employees. You will monitor and evaluate support specialist calls, and provide actionable feedback to appropriate team managers to implement, with the goal of fostering a superior customer experience.
Responsibilities:
- Communicate strategy and provide recommendations to the customer solutions team that combine innovation and best practices to create exceptional customer experience
- Continually build upon Customer Solutions best practices to handle escalation calls
- Perform call monitoring and meet periodically with Customer Solutions Managers to provide coaching on observed trends and/or areas for improvement
- Work with the Customer Experience team to develop and improve internal processes for handling complex accounts/escalations which includes reference materials, talk tactics, templates, and best practices for communicating effectively with customers
- Analyze negative customer experiences, compiling observations on patterns which can be translated to training opportunities or process improvements
- Perform ticket reviews and document feedback using our internal scorecards in Zoho CRM
- Accompany evaluations with meaningful and constructive feedback
- Collaborate with cross-functional team members in the customer success, sales, onboarding, product, and marketing to drive capabilities and retention strategies based on customer feedback
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