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Customer Experience Team Lead

2 months ago

Phoenix, Arizona, United States Master Electronics Full time

Job Title: Customer Experience Supervisor

Job Summary:

We are seeking a highly skilled Customer Experience Supervisor to join our team at Master Electronics. As a Customer Experience Supervisor, you will be responsible for leading a team of customer experience representatives and ensuring that our customers receive exceptional service.

Key Responsibilities:

  • Lead and manage a team of 5+ customer experience representatives
  • Effectively build productive working relationships with direct reports, peers, leadership, and other departments
  • Coach employees through effective feedback, including positive reinforcement and constructive feedback where needed
  • Manage and document employee issues regarding attendance, performance, conduct, and deliver appropriate corrective action as needed
  • Demonstrate effective people leadership for a team, including managing work schedules, managing to performance standards, and delivering feedback on all aspects of job performance
  • Identify potential problems and points of friction and work to find solutions in order to maximize efficiency and revenue
  • Ensure Customer Service requests are resolved within company SLAs and through proper channels
  • Play a key role in building and maintaining our team culture of being a family and helping each other grow and succeed, as well as creating a fun environment through our Company Core Values
  • Emphasize the best overall approach and experience for our customers, suppliers, employees, and company

Requirements:

  • High school diploma or GED
  • Bachelor's degree in Business, preferred
  • 2+ years Customer Service Supervisor experience or background in a leadership role
  • 3+ years of contact center / call center customer service experience
  • Excellent communication and interpersonal skills
  • Outstanding organizational and leadership skills
  • Good knowledge of MS Office

Why Master Electronics:

As a customer-focused and driven organization, we offer attractive, competitive compensation and benefits, including medical, dental, life, paid time off, 401k match, and an EAP program, as well as an opportunity to grow with the company.

About Master Electronics:

Master Electronics is a leading global authorized distributor of electronic components. For more than half a century, our family-owned company has remained focused on strong relationships, responsive service, and added value. This is how Master Electronics has grown to serve hundreds of thousands of customers in partnership with hundreds of world-class suppliers.

Equal Employment Opportunity:

Master Electronics is committed to providing equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, Master Electronics prohibits the harassment of any individual based on their protected status.