Customer Experience Supervisor - Remote

Join a fast-paced, growing, and exciting company full of great opportunities!
About Us
Our culture is unique and driven by our core values – trust, reliability, innovation, and service – and fundamental belief that all work is honorable, and we acknowledge the dignity of those who do it. Come join our fast-growing team and experience the KBS difference! 
KBS, North America’s largest privately-owned facility services provider and trusted partner to leading operations and facility managers across 100k client locations, is looking for Customer Experience Supervisor to join our growing team! 
For more than fifty years, KBS has been providing essential facility services in North America to help clients maintain clean and healthy operations. With a culture driven by our core values – trust, reliability, service and doing things the right way, and rooted in a fundamental belief that all work is “honorable and we acknowledge the dignity of those who do it.” These values are embraced by our highly diverse and inclusive workforce.
If this sounds like you, then why wait, APPLY TODAY!!
Location: Remote
Salary: $55,000 per/yr
Responsibilities as a Customer Experience Supervisor include but are not limited to:
Directly supervises customer experience Lead(s) and call center agents (CCSI) to support assigned customer base. Works to ensure the established service level agreements (SLA), data integrity and communication are adhered to, therefore customer satisfaction levels are met. Manages issue escalations through resolution. Oversees management of customer project work including the process and engagement with customers and scheduling and delivery coordination with interdepartmental groups and vendors. Trains staff and provides direction on Company policies, procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management, and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded.
Essential Duties and Responsibilities
Job responsibilities include but are not limited to:

• Regularly meet with and coach team on key company objectives outlined by management
• Clearly define expectations, assign work to team members and related tasks
• Proactively monitor and review key performance indicators (KPI) with direct reports; provide direction and development necessary to ensure a high level of performance against defined/measurable goals
• Assist in and develop training curriculum for Customer Experience call center and Leads as needed to ensure team effectiveness
• Assess the learning curve of new Customer Experience team members, work with center to track performance on an ongoing basis
• Assist in annual performance review for Leads
• Motivate, mentor, and develop leads daily
• Conduct team meetings monthly or as needed to assess operations and identify opportunities for greater efficiencies
• Maintain ongoing timely communication with team regarding operation changes
• Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
• Serve as an example of effective leadership and leads in dealings with other departments, vendors and customers
• Manage customer issues as they arise during day-to-day operations
• Collaborate with other departments to identify procedural issues and trends
• Analyze compliance and key performance reports, reviews metrics for accuracy, and report trends and results to senior management based on management timelines
• Report site-level performance to senior management, and calibrate routinely to maintain Quality Assurance
• Track rollout progress, including vendor management, start dates, and internal team coordination and training
• Participate in weekly operations and customer conference calls to review key performance indicators, unresolved customer escalations, and account changes
• Prepare materials for Quarterly Business Reviews, and presents findings to customers, as requested
• Payroll and manage timecards
• Accountable for weekly reporting, client work order reconciliation, IVR management, chemical and supplies ordering, vendor portal training and AP/AR issue resolution
• Assist and facilitate mergers and acquisition customer training and coordination

Knowledge, Skills and Competencies
Knowledge:

• Facilities Maintenance industry
• Customer experience operations and management

Skills:

• Training
• Management of people
• Interpersonal, listening, and conflict management (EQ)
• Stress management 
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Management reporting
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.).
• Typing: 40 WPM

Competencies:

• Organizational agility
• Delegation
• Conflict management
• Dealing with ambiguity
• Action oriented
• Integrity and trust
• Customer focus
• Priority setting
• Time management

Educational Qualifications/Job Experience Requirements
Experience Required:

• Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
• Prior Customer Experience team management preferred
• Advanced experience with Microsoft Office, with an emphasis in Excel as well as experience with other business technology applications (SalesForce, NetSuite, etc.)

What’s In It for You?
As a full-time KBS employee (30+ hours per week) you qualify for benefits including medical, prescription drugs, dental, vision and more!

• Life Insurance
• Supplemental Health Insurance (E.G., Accident)
• 401k plan with a match
• Pet Insurance 
• Perkspot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.