Client Relations Supervisor

2 weeks 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 those eager to embark on a career in the dynamic and rewarding Enterprise Software sector. We are in search of a Client Relations Supervisor who possesses exceptional organizational capabilities and a strong commitment to customer satisfaction. The primary objective of this role is to enhance Konexial's rapidly expanding service offerings while ensuring an outstanding customer journey.

Our clientele includes a diverse array of commercial transportation firms and private fleets. Candidates must exhibit strong communication skills to effectively engage with both end users and customer stakeholders across web and application platforms, managing inquiries to optimally address the needs of our varied customer demographic.

Your Future Responsibilities:

  • Guide, mentor, and lead the Client Relations Team at Konexial.
  • Facilitate the onboarding and training of new team members.
  • Establish customer satisfaction benchmarks and collaborate with the team to consistently achieve these goals.
  • Develop and coach team members towards performance objectives.
  • Review customer interactions for potential coaching opportunities.
  • Engage with customers daily, addressing their inquiries and directing them to suitable services.
  • Assist in resolving account issues and escalations through various communication channels.
  • Formulate and uphold customer service protocols and procedures.
  • Design customer loyalty initiatives to boost revenue and enhance client retention.
  • Stay informed on advancements in the customer service domain.
  • Support customers with a broad spectrum of inquiries regarding products and account-related matters.
  • Resolve customer concerns and escalations related to Konexial's offerings.
  • Analyze daily reports to identify call volume 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 values as we expand.
  • Maintain a thorough and current understanding of Konexial's product and service portfolio.

Minimum Qualifications:

  • 5-7 years of experience in a customer-facing role within a contact center setting.
  • Ability to maintain composure and patience in high-pressure situations.
  • Experience in multi-channel service delivery, including proficient phone communication and effective writing skills for web, email, and text interactions.
  • Capability to thrive under pressure and transform negative customer experiences into positive outcomes.
  • Demonstrated ability to enhance productivity through task completion, personal growth, and guided training.
  • Experience in a fast-paced environment managing escalated customer issues with timely follow-ups.
  • Strong problem-solving abilities and a proven track record of delivering positive customer experiences.
  • Exceptional communication skills to effectively interact with a diverse range of customers, the support team, and company leadership.
  • Proficiency in using technology to swiftly resolve issues.
  • 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 skills.
  • Proven ability to build trust and communicate effectively with various stakeholders.
  • A passion for exceeding expectations, taking initiative, and thriving in a fast-paced, evolving environment.
  • Diplomatic, tactful, and composed under pressure when addressing customer challenges.
  • Servant leadership qualities with the ability to lead by example.

Preferred Qualifications:

  • Self-motivated with a strong sense of initiative and creativity.
  • Excellent active listening skills and the ability to ask insightful follow-up questions.
  • Strong report-writing and presentation capabilities, along with familiarity with popular software such as Microsoft Office and Google Suite.
  • Flexibility to work varied hours for coaching and oversight as needed.
  • Experience in supporting service requests related to billing, RMA, cancellations, and renewals.
  • Familiarity with telematics systems, ELDs, and hours of service compliance is advantageous.

To Succeed in This Role:

  • Maintain a positive attitude and remain calm under pressure.
  • Exhibit strong verbal and written communication skills with meticulous attention to detail.
  • Possess investigative research skills and strong critical thinking abilities.
  • Demonstrate the ability to work independently while being attuned to customer satisfaction cues.
  • Showcase excellent analytical, problem-solving, and decision-making skills.
  • Thrive in a collaborative team environment.

Additional Assets (Not Required):

  • Fluency in a foreign language.
  • A degree in Supply Chain/Logistics or Business is preferred.

Benefits:

  • Opportunity to work in an enterprise software company poised for transformative growth.
  • Competitive compensation.
  • Hybrid work arrangements available.
  • Peer-driven training and continuous support.

Company Overview:

Konexial is not your conventional software firm. Our mission is to revolutionize transportation software development, offering solutions that challenge the status quo. Our comprehensive platform serves as an alternative for those who have faced the frustrations of failed implementations and cumbersome software. We prioritize exceptional service, focusing on delivering user-friendly software and addressing customer needs with urgency while driving long-term value through ongoing improvement.

Join us in our pursuit of simplicity and innovation as we strive to transform the complexities our clients encounter into straightforward solutions.

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