Customer Experience Supervisor
Current• Prioritize customer concerns and complaints to ensure timely and effective resolutions • Utilize persuasive negotiation skills, while empathetic and professional to diffuse agitated clients and promote positive and memorable customer experiences• Decipher and triage incoming information based on level of urgency and importance• Document accurate records of discussions or correspondence with customers. Prepare and present executive reports upper management.• Collaborate with team members to clarify information and enforce procedures resulting in effective problem solving and smoother operations• Engage customers to proactively understand their needs and develop successful solutions.• Recruit, train and mentor new team members to promote productivity, accuracy and friendly customer service.• Delegate work to research staff, set priorities and goals, and coach staff on strategies to enhance performance and improve customer relations• Lead company initiative and campaign to call previously dissatisfied customers to reengage and receive additional feedback to improve future service• Analyze statistics and other data to determine the level of customer service provided• Consistently achieve and exceed set quality assurance standards
