Customer Experience Supervisor
1 week ago
The Customer Experience Supervisor is a key leadership position at The AZEK Company, responsible for overseeing the daily operations of the Call Center Experience Team. This role requires a strong focus on customer satisfaction, team management, and process improvement.
Key Responsibilities:- Supervise a team of Customer Experience Specialists to ensure compliance with company and department guidelines.
- Monitor and review calls, chats, texts, emails, and other correspondence between specialists and customers.
- Handle and resolve irate customer escalations as requested by team members.
- Ensure adequate coverage by monitoring call arrival patterns, adherence to schedules, and agent availability.
- Disseminate information to representatives about changes to company products and processes.
- Collect data and prepare reports on department goals, volumes, and agent performance.
- Develop knowledge-based documents, such as summaries and responses to frequently asked questions.
- Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Service Manager.
- Recruit and hire new associates.
- Coach employees in the company's customer service policies, procedures, and best practices.
- Approve vacation, sick, and personal time, as well as weekly timecards.
- Conduct performance evaluations of assigned staff on a yearly basis.
- Handle performance improvement plans, corrective actions, and terminations as needed and in accordance with company policy.
- Foster effective communication and collaboration between CSRs and other internal teams to ensure seamless work handoffs and alignment with departmental goals.
- 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.
- 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.
Typical office work environment; frequently sitting at a desk or workstation using a computer, keyboard, and mouse.
Hybrid Work model.
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.
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