Customer Experience Team Supervisor

3 weeks ago

Austin, Texas, United States Purple Communications Inc Full time
Job Title: Customer Experience Supervisor

We are seeking a highly skilled Customer Experience Supervisor to join our team at ZP Better Together. This role is pivotal in ensuring the delivery of high-quality services and maintaining our standard of excellence.

Key Responsibilities:
  • Supervise and manage all aspects of the Customer Care team and workflows.
  • Provide comprehensive direction and training to team members, fostering continuous improvement.
  • Maintain accurate customer records and handle account information updates.
  • Resolve product or service-related issues by understanding customer complaints, identifying root causes, and providing optimal solutions promptly.
  • Offer recommendations for potential products or services based on thorough analysis of customer needs.
  • Prepare detailed reports on product or service performance through meticulous data collection and analysis.
  • Actively engage in handling customer calls as required, ensuring timely assistance and resolution.
  • Review all TRSURD submissions prior to approval, ensuring compliance with regulations and company standards.
Requirements:
  • Proficient in VRS customer service and/or product knowledge.
  • Demonstrates exceptional phone etiquette and communication skills.
  • Ability to effectively troubleshoot and solve customer problems with patience and empathy.
  • Cultural awareness of the deaf community and proficiency in American Sign Language (ASL) required.
  • Strong listening skills and a collaborative team-oriented approach.
  • Flexibility to accommodate varying work hours and days as needed.

As a Customer Experience Supervisor at ZP Better Together, you will have the opportunity to make a meaningful difference in the lives of our customers. If you are passionate about delivering exceptional customer care and thrive in a dynamic, inclusive environment, we welcome you to be a part of our world-class team.

ZP Better Together, LLC is an Equal Opportunity Employer. Principals Only.

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