Customer Experience Supervisor

4 weeks ago


Rancho Cordova, United States Renewal by Andersen of Sacramento Full time
Job DescriptionJob DescriptionDescription:

The Customer Experience Supervisor is responsible for ensuring that customers have a positive experience with the company's products and services. This includes managing customer interactions, analyzing customer feedback, and developing strategies to improve the overall customer experience.


Responsibilities

This position is responsible for the following:

  • Manage customer interactions across all channels, including phone, email, chat, and social media
  • Analyze customer feedback and data to identify areas for improvement and develop action plans to address them
  • Collaborate with cross-functional teams to ensure that customer needs are being met and that the customer experience is consistent across all touchpoints
  • Respond to all social media complaints, including BBB, and/or reviews within 48 hours
  • Respond to all post-appointment, post-service and project surveys within 48 hours
  • Call/email all negative survey complaints and responses to work towards a positive solution
  • Call all positive project survey reviews to solicit Google and Facebook reviews to drive rep.com score to 800+
  • Develop and implement customer service policies and procedures to ensure that customers receive timely and effective support
  • Create contests for location to improve customer satisfaction scores
  • Monitor customer satisfaction metrics and use data to drive continuous improvement
  • Stay up-to-date with industry trends and best practices in customer experience management
  • Consistently driving metrics for customer satisfaction to reflect the following, or better:
  • 70+ Total NPS
  • 85+ Project NPS
  • 40%+ Response Rate
  • 800+ Reputation.com Score
  • Project Bounce Rate


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