Supervisor, Customer Experience

SUPERVISOR, CUSTOMER EXPERIENCE

AT A GLANCE:

Broad River Retail is currently seeking a Customer Solutions, Supervisor to join our Customer Experience Team in LOCATION. Reporting to the Customer Experience Manager, you will manage a group of assigned Customer Service Agents (CSAs) and oversee their call performance, training, coaching and support day-to-day employee relations. This position will support idea generation and implementation of CX initiatives focused on maximizing the efficiency and effectiveness and optimizing overall performance of Broad River’s Contact Center.

DAY IN THE LIFE AS THIS MEMORY MAKER:

• Provide training, mentorship, and guidance to assigned CSA team members to ensure quality customer service is being extended to internal and external customers
• Supervise teams’ daily activities to ensure a high level of productivity, quality service, and compliance with company and departmental policies and procedures
• Guide daily process improvement by performing root cause analysis to prevent escalation
• Review service level analytics and create action plans to support skill development 
• Recommend process improvements to CX Management team and assist in implementing customer care programs
• Continually evaluate interactions between CSAs and customers by monitoring and conducting quality assurance checks, and providing developmental feedback with Quality scores and actionable plans for agents to improve
• Conduct regular performance reviews, including weekly coaching and feedback sessions to maximize agents’ potential to delivery exceptional memories to our customers
• Isolate gaps across the entire customer care group and develop ideas to bridge knowledge gaps and training material to support departmental continuity
• Maintain a strong working knowledge of current Customer Care policies and procedures
• Motivate new and existing team members. Support hiring initiatives, performance management plans, corrective action management and exit interviews for assigned team
• Assist management with other Customer Experience projects and reports as needed
• Support customers with escalated resolutions as needed
• Perform back-up duties to CSA team members when necessary, during times of high call volume, and support and backup other Customer Experience Supervisors and their teams

MEMORY MAKER PERKS AND BENEFITS:

• Salary Range based on numerous factors including experience, knowledge, and skill.
• Medical, dental, vision, and life insurance options
• Paid time off and 401K matching contribution
• Employee discount (40%) at BRR locations
• Internal Opportunities for career growth and advancement

CULTURE SNAPSHOT:

Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees “Memory Makers.”  We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities. 

We take pride in training and developing our teams so that they can provide a premier customer experience to every guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley Furniture licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.

OUR COMMITMENT TO YOU:

Broad River Retail is an EEOC compliant company and committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self.

WHAT YOU’LL NEED TO SUCCEED:

• Associate degree or minimum of two (2) years of supervisory/team management in a contact center environment
• Experience managing high-volume customer service team members that handle inbound and outbound calls, customer emails, written communications, and/or social media customer service inquiries
• Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision
• Proven experience mentoring, coaching, developing and motivating employees to increase morale and engagement; supervising teams of 8+ is preferred
• Familiarity with call center metrics and the ability to review, interpret and create action plans to support individual achievement plans
• Excellent customer service skills and a dedication to the root cause analysis of problems, especially in stressful situations
• Experience with Contact Center technology such as Ring Central, NICE InContact, Salesforce etc
• Strong knowledge of computers and technology, including Microsoft Suite with advanced knowledge in Microsoft Teams

WORKPLACE ENVIROMENT:

While performing the duties of this job the employee is:

• This role is a work from home position after training is completed onsite
• Occasional onsite team meetings
• Employees must arrange an appropriate workspace that ensures their productivity. Must be able to take participate in virtual meetings, on-camera, and calls with minimal distraction
• Physical requirements such as extended periods of sitting, standing, and moving

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.