Customer Experience Supervisor

Louisville Metro Government; Louisville (KY); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Manager to enhance customer interactions and satisfaction. In this pivotal role, you will oversee a team, develop strategies to improve the customer experience, and ensure a positive environment for both taxpayers and personnel. Your expertise in managing customer service operations and training staff will be crucial in addressing customer needs and optimizing performance. Join a forward-thinking organization that values integrity and professionalism, and make a significant impact on the community's service experience.

Qualifications

• Bachelor’s degree required with 4 years of customer service experience.
• 1 year of supervisory experience preferred.

Responsibilities

• Manage daily operations of the customer service team.
• Develop and execute customer experience strategies.
• Lead and mentor customer service teams.

Skills

Customer Service Management

Team Leadership

Analytical Skills

Training and Development

Performance Monitoring

Education

Bachelor’s Degree in Accounting, Business or Public Administration, Finance

Job description

Summary Objective

The purpose of this position is to oversee and optimize customer interactions across touchpoints to create a positive and seamless experience for customers, focusing on understanding their needs to enhance overall satisfaction.

This class works independently, under limited supervision, reporting major activities through periodic meetings.

ESSENTIAL FUNCTIONS
The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

1. Manages daily operations of the customer service team.
2. Encourages an open, inviting environment for taxpayers and personnel.
3. Represents the Agency with integrity and respect while portraying the core values of a professional and innovative team in a courteous and ethical manner.
4. Analyzes the customer journey to identify pain points and opportunities for improvement.
5. Utilizes feedback mechanisms to gather customer feedback and understand needs.
6. Develops and executes customer experience strategies, as well as policies and procedures, that align with agency goals including improving customer satisfaction and employee retention.
7. Tracks key performance indicators related to customer experience using this information to monitor performance, provide coaching, and corrective action as necessary.
8. Leads and mentors customer service teams to ensure they are equipped with the necessary skills and knowledge to deliver excellent customer service.
9. Designs and delivers training programs to improve customer service representatives’ ability to handle customer inquiries, resolve issues, and build positive relationships.
10. Handles escalated customer issues effectively identifying causes and implementing corrective action.
11. Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
12. Coordinates, assigns and reviews work and establishes work schedules; maintains standards; monitors status of work in progress; inspects completed work assignments; answers questions; gives advice and direction as needed.
13. Represents the department to government agencies and the public to explain tax preparation, collection, and other tax-related issues.
14. Collaborates with other management team members to support agents and maximize customer satisfaction.
15. Provides technical assistance and instruction concerning tax preparation and customer service.
16. Performs related work as assigned.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor’s Degree in Accounting, Business or Public Administration, Finance or related discipline.
• Four (4) years of customer service experience of which at least one (1) year in a supervisory position or an equivalent combination of education, training and experience.

OTHER MINIMUM REQUIREMENTS

• None.

PHYSICAL DEMANDS
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

UNAVOIDABLE HAZARDS (WORK ENVIRONMENT)
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

• None.

AMERICANS WITH DISABILITIES ACT COMPLIANCE

Louisville Metro Government is an Equal Opportunity Employer. ADA requires the Louisville Metro Government to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

STANDARD CLAUSES

May be required to work nights, weekends, holidays and emergencies (man-made or natural) to meet the business needs of Louisville Metro Government.
This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

ESSENTIAL SAFETY FUNCTIONS

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed and employees are properly trained.