Customer Experience Call Center Supervisor

POSITION SUMMARY

The Customer Experience Supervisor is a leadership position responsible for overseeing the daily operations of the Call Center Experience Team. Because we “Value Every Individual” the supervisor will coach and mentor team members to be successful in their role and meeting and exceeding their professional goals. The supervisor will use data insights and feedback to lead continuous improvement initiatives while driving the team to be “Better Today than Yesterday”.

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ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

· Team Supervision: Supervises a team of Customer Experience Specialists to ensure compliance with company and department guidelines, upholding our Company Core Values.

· Monitoring Communications: Monitors and reviews calls, chats, texts, emails, and other correspondence between specialists and customers.

· Escalations: handle and resolve irate customer and escalations as requested by your team members.

· Coverage Management: Ensures adequate coverage by monitoring call arrival patterns, adherence to schedules, and agent availability.

· Information Dissemination: Ensures representatives are informed about changes to company products and processes.

· Data Collection and Reporting: Collects data and prepares reports on department goals, volumes, and agent performance.

· Knowledge Management: Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

· Process Improvement: Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.

· Recruitment and Hiring: Responsible for interviewing and hiring new associates.

· Employee Coaching: Coaches all employees in the company’s customer service policies, procedures, and best practices.

· Time Management: Responsible for approving vacation, sick, and personal time and approving weekly timecards.

· Performance Evaluation: Conducts performance evaluations of assigned staff on a yearly basis.

· Performance Management: Handles all performance improvement plans, corrective actions, and termination of employees as needed and in accordance with company policy.

· Team Collaboration: Facilitates effective communication and collaboration between CSRs and other internal teams to ensure seamless work handoffs and alignment with departmental goals.

Position Expectations

As a leader of Customer Experience Specialists, the supervisor will work to instill the core-values into the decision-making process of everyone under his/her direction:

· Starts and ends with the Customer: A remarkable customer experience is critical to the sustained growth of any business. For every action we take, we ask ourselves, “How will this affect our customers?” Our responsibility is to understand their expectations, then surpass them.

· Lead Through Innovation: We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have.

· Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success. We are committed to a safe and respectful work environment and to diversity and inclusion.

· The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

· Better Today than Yesterday: We always ask, “how can we do this better.” As a member of the team, we provide open and honest feedback to how we can do things better.

· Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mind set that we make decisions according to what is right, not what is cheapest, fastest, or easiest. We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our Customers.

POSITION QUALIFICATIONS

Competency Statement(s)

• Teamwork - Communicating and working together to serve our customers.

• Respect - Respect each other, our customers and suppliers.

• Accountability - Ability to accept responsibility and account for his/her actions.

• Integrity - Complete transparency and openness. Trustworthy, forthright and honest.

• Nerve - Nerve to make bold commitments and set stretch targets. Drives and embraces change.

• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

• Judgment - The ability to formulate a sound decision using the available information.

• Adaptability/Flexibility - Being open to change (positive or negative) and to considerable variety in the workplace. Ability to quickly and accurately grasp the essentials of a variety of business disciplines in order to provide improvements to the processes they entail.

• Attention to Detail - Being meticulous about detail and thorough in completing work tasks.

• Concern for Others - Being sensitive to others' needs and feelings and being understanding and helpful on the job.

• Cooperation - Pleasant with others on the job and displaying a good-natured, cooperative attitude.

• Dependability - Is reliable, responsible, and dependable, and fulfilling obligations.

• Tolerance - Ability to accept criticism and dealing calmly and effectively with high stress situations.

• Independence - Develops own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.

Education and Experience:

· High School Diploma or GED required.

· Associate degree or equivalent combination of applicable experience preferred.

· 5 years or greater business experience preferably in Sales or Customer Service

· Preferably 1-2 years of experience as a people manager in a Sales/Customer Service Environment

· Proven success at achieving measured objectives and key results

· Previous building products experience is preferred but not required.

Computer skills:

· Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and Power Point.

· Proficient in hardware set up including projectors, sounds systems, and remote learning systems.

WORK ENVIRONMENT

Typical office work environment; frequently sitting at a desk or workstation using a computer, keyboard and mouse.

Hybrid Work model

Our compensation reflects the cost of labor across several geographic markets. The annual salary for this position ranges from $56,000 in our lowest market up to $68,000 in our highest market, plus bonus, equity, and benefits as applicable. The pay for roles at AZEK varies depending on a wide range of factors including but not limited to the specific work location, role, skill set, and level of experience.

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