Customer Experience Supervisor

The Suddath Companies; Jacksonville (FL); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive wage

401(k) with company matching

Weekly pay for hourly staff

Biweekly pay for salaried staff

Paid Time Off and holidays

Tuition reimbursement

Job summary

The Suddath Companies is seeking a Customer Experience Supervisor to lead day-to-day operations and provide frontline support to the Government Services Customer Service team. You will work with business leaders to develop the department and implement new process improvements to enhance service delivery.

Key duties include resolving escalated complaints, onboarding and training staff, recruiting support, and collaborating with other departments to ensure consistent policies and excellent

Qualifications

• Bachelor’s Degree in Business, Management, Communications or relevant major; or 2+ years’ experience supporting the oversight of day to day responsibilities; or equivalent combination of education and experience.

Responsibilities

• Investigate escalated customer complaints and provide resolutions.
• Assist with onboarding and ongoing training of team members.
• Assist with recruiting, candidate selection, and retention processes.
• Collaborate with department leaders to promote team solutions and problem resolution.
• Identify areas for improvement at individual and team levels.
• Establish work procedures that support company standards and directives.
• Prioritize workload to meet deadlines.
• Maintain customer service policies and coordinate with other departments.

Skills

Customer service

Communication

Problem solving

Multitasking

Conflict resolution

Time management

Documentation

Team collaboration

Education

Bachelor’s Degree in Business/Management/Communications

Tools

Move management software

Accounting/billing software

HRIS

Timekeeping systems

Job description

Why Choose Suddath to “Move” your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees.
• Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.

General position summary:

The Customer Experience Supervisor will manage day-to-day activities and provide front line assistance to the Government Services Customer Service team for The Suddath Companies. This role will partner with business leaders, Managers, and employees to execute and manage the department development and constantly applying new ways to improve processes. This role reports to Director, Customer Engagement.

Essential Duties & Responsibilities:

• Quickly investigates escalated customer complaints and provides resolution; communicates with customers
• Assist with onboarding and continuous training of team members
• Assist with recruiting, candidate selection, and employee retention processes
• Work with other department leaders to promote team solutions and problem resolution
• Isolates and identifies areas with opportunities for improvement at both the individual and team levels
• Assist in establishing work procedures and processes that support the company and department standards, procedures and strategic directives
• Prioritize workload to meet required deadline
• Maintain the customer service department policies and work with other departments on policies that interact with customer service

Job Skills:

• Excellent verbal and written customer service and communication skills
• Ability to identify, analyze, and creatively solve problems
• Ability to multi-task and manage time effectively
• Ability to diffuse confrontation and create a win-win outcome
• Ability to work under deadlines and within specific time frames
• Self-motivated; works with resourcefulness, urgency and with minimum supervision
• Ability to prioritize and re-prioritize as situations change throughout the workday
• Strong documentation, planning, and organization skills
• Demonstrates confidence and dexterity in difficult situations
• Excellent written and verbal communication skills

Education & Experience:

• Bachelor’s Degree in Business, Management, Communications or relevant major; or 2+ years’ experience supporting the oversight of day to day responsibilities; or equivalent combination of education and experience.
• Prior household good relocation experience and/or customer service experience preferred but not required.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.

Mathematical Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Operations:

• To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other applications used in the performance of job duties.

Planning/Organization:

• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Certificates/Licenses/Registrations:

• None required.

Travel:

• Minimal travel required.

Supervisory Responsibilities:

• Directly and indirectly supervises employees in the customer engagement teams.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Other Duties & Responsibilities:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions:

Cubicle working environment Noise level in the work environment is usually moderate

Physical/Environmental Demands:

Activity: Stand - Under 1/3 Time Walk - Under 1/3 Time Sit – Over 2/3 Time Use hands to finger, handle, or feel - Over 2/3 Time Reach with hands and arms – 1/3 to 2/3 Time Climb or balance – None Stoop, kneel, crouch or crawl – Under 1/3 Time Talk or hear – over 1/3 to 2/3 time Taste or smell – None Other - None

Physical Activity Level:

The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms.

Manual Dexterity:

Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements:

Specific vision abilities required by this job include close vision and ability to adjust focus.

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

The Suddath Companies moves people and businesses together with our group of privately-owned companies and family of brands, including Perdue and Phase Integration.

Our mission is to serve our customers, communities and each other with the highest level of care, making lives easier by delivering in the moments that matter. Since our inception more than 100 years ago, our values have been and continue to be at the foundation of everything we do. They are: Trust We foster an environment of trust through our integrity, dependability and accountability. We fulfill our promises to each other and our customers. Innovation We look for ways to continuously improve our customer and employee experience by challenging the status quo, taking smart risks and learning from mistakes. Teamwork We collaborate through common goals as one team, welcoming the diversity of ideas, encouraging and supporting one another and celebrating contributions. Caring We show empathy in all that we do, operating with compassion and understanding. We promote a safe and healthy work environment. Agility We overcome challenges by being nimble and resilient, quickly accepting, driving and adapting to change.

The Suddath Companies are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability. EQUAL OPPORTUNITY EMPLOYER VETERANS/DISABLED