Title: Customer Experience Supervisor
Type: Internal Staff Only
Term: 1-year
****Please complete the application submission via Microsoft Forms by clicking HERE or copy and paste the following link into your browser In addition to submitting your resume through GoHire. Microsoft Forms Link: https://forms.office.com/r/QqqYny485d
***This role is for a 1-year contract. The successful candidate will return to their previous role following the completion of the 1-year term.
The Customer Experience team is looking for someone who shares their passion in the training and development of our WellnessLiving customer-facing employees. You will monitor and evaluate support specialist calls, and provide actionable feedback to appropriate team managers to implement, with the goal of fostering a superior customer experience.
Responsibilities:
- Communicate strategy and provide recommendations to the customer solutions team that combine innovation and best practices to create exceptional customer experience
- Continually build upon Customer Solutions best practices to handle escalation calls
- Perform call monitoring and meet periodically with Customer Solutions Managers to provide coaching on observed trends and/or areas for improvement
- Work with the Customer Experience team to develop and improve internal processes for handling complex accounts/escalations which includes reference materials, talk tactics, templates, and best practices for communicating effectively with customers
- Analyze negative customer experiences, compiling observations on patterns which can be translated to training opportunities or process improvements
- Perform ticket reviews and document feedback using our internal scorecards in Zoho CRM
- Accompany evaluations with meaningful and constructive feedback
- Collaborate with cross-functional team members in the customer success, sales, onboarding, product, and marketing to drive capabilities and retention strategies based on customer feedback