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Client Relations Supervisor

2 months ago

Knoxville, Tennessee, United States Konexial - EDGE Computing Full time

Department:
Operations

Reports To:
Chief Operating Officer

Seniority Level:
Entry-Level

Employment Type:
Full-time

Overview:
Konexial presents a remarkable opportunity for individuals eager to enter the dynamic and rewarding Enterprise Software sector. We are in search of a client relations supervisor who possesses exceptional organizational capabilities and a strong emphasis on customer satisfaction.

The primary objective of the client relations supervisor is to enhance Konexial's rapidly expanding service offerings and deliver an outstanding customer experience.

Our clientele includes a diverse array of commercial transportation firms and private fleets.

Applicants must exhibit a robust ability to engage with both end users and customer stakeholders across web and application platforms, effectively managing requests to cater to the needs of this varied customer demographic.

The ideal candidate will have prior leadership experience in a customer service capacity within a multi-channel contact center setting.

You will be responsible for guiding the client relations team and providing direction for our customer-centric service model as we expand and evolve the organization.


Your Future Responsibilities:
• Mentor, train, and lead Konexial's Client Relations Team
• Onboard and train new team members
• Establish customer satisfaction benchmarks and collaborate with the team to consistently achieve these goals
• Develop and coach team members to meet performance objectives
• Review interactions for coaching opportunities
• Engage with customers daily by addressing their inquiries and directing them to the appropriate services
• Assist with account resolutions and escalations through various communication channels
• Formulate and uphold customer service policies and procedures
• Design customer loyalty initiatives to boost revenue and enhance client retention
• Stay informed on advancements in the customer service sector
• Address a wide range of customer inquiries regarding products and account issues
• Resolve customer challenges and escalations related to Konexial's offerings
• Analyze daily reports to identify call volumes, trends, and opportunities for enhancing customer experience quality.
• Complete help tickets for issues requiring technical support or development team intervention
• Exemplify and promote Konexial's cultural principles as we grow
• Maintain up-to-date knowledge of Konexial's products and services.

Minimum Qualifications:
• 5-7 years of experience in a customer-facing role within a contact center environment
• Ability to remain composed and patient in high-pressure situations
• Experience in multi-channel service delivery, including excellent phone communication and proficient writing skills for web, email, and text interactions
• Capability to thrive under pressure and effectively manage criticism, transforming negative customer experiences into positive outcomes
• Proven ability to enhance productivity through daily task completion, personal growth, and guided training
• Experience in a fast-paced environment managing escalated customer issues and ensuring timely follow-up on requests
• Strong problem-solving abilities and a track record of delivering positive customer experiences

• Exceptional communication skills to effectively engage with a diverse range of customers, the client relations team, and company leadership.

• Familiarity with ticketing systems (e.g., Zendesk, Pipedrive, Hubspot, ServiceCloud, etc.)
• Proficient in macOS and both Apple and Android mobile devices for application usage
• Solutions-oriented with robust problem-solving capabilities
• Proven history of building trust and communicating effectively with various stakeholders: laypersons, executives, product leaders, and daily users of our products
• Passion for exceeding expectations, taking initiative, and thriving in a fast-paced, evolving environment
• Diplomacy, tact, and composure under pressure when addressing customer concerns
• Servant leadership qualities and the ability to lead by example

Preferred Attributes:
• Self-motivated, innovative, and proactive
• Strong active listening skills and the ability to ask insightful follow-up questions
• Proficient report-writing and presentation skills, along with familiarity with popular software packages such as Microsoft Office and Google Suite
• Ability to lead in a fast-paced, change-oriented environment

• Flexibility to work varied hours as needed for coaching and oversight (including nights and weekends) - Team collaborates to cover during absences.

• Experience in supporting service requests related to billing, returns, cancellations, and renewals
• Familiarity with telematics systems, ELDs, and hours of service compliance is advantageous

To Succeed in This Role, You Will Need:
• A consistently positive attitude and the ability to remain calm under pressure
• Strong verbal and written communication skills with a keen attention to detail
• An aptitude for investigative research and critical thinking
• The ability to work independently while being attuned to customer satisfaction cues
• Excellent analytical, problem-solving, and decision-making skills
• A collaborative spirit and the ability to work effectively within a team environment

Additional Benefits:
• A forward-thinking enterprise software company poised for transformative growth
• Competitive compensation
• Hybrid work arrangements
• Peer-driven training and ongoing support
Konexial is committed to fostering an inclusive workplace and is an Equal Opportunity Employer.