Customer Experience Supervisor

1 week ago


Scranton, Pennsylvania, United States The AZEK Company Full time
Customer Experience Supervisor Job Description

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.
Requirements:
  • 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.
Work Environment:

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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