Customer Experience Supervisor

CleanChoice Energy, Inc.; United States; Remote; USD 58,000 - 62,000; Full time

Job summary

CleanChoice Energy, Inc. is seeking a Customer Experience Supervisor to lead a fast-paced remote call center team, ensuring exceptional service and SLA adherence.

You will coach reps, handle escalations, analyze performance data, and collaborate with other departments to drive continuous improvement. This exempt, 100% remote role may include evening/weekend shifts.

Qualifications

• Bachelor's degree or equivalent work experience in customer service or related field.
• Proven experience in a customer service supervisory or leadership role within a call center environment.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to analyze data and make informed decisions to improve team performance.

Responsibilities

• Supervise and lead a team of customer service representatives in a fast-paced call center environment.
• Monitor and manage daily operations to meet or exceed performance targets and service level agreements.
• Provide ongoing coaching, training, and feedback to customer experience specialists to enhance their skills and performance.
• Handle escalated customer issues, demonstrating a commitment to problem resolution and customer satisfaction.
• Collaborate with other departments to address customer concerns and improve overall service delivery.
• Analyze performance metrics, generate reports, and implement continuous improvement initiatives.
• Ensure compliance with company policies, procedures, and quality standards.
• Foster a positive and inclusive work environment that encourages teamwork and professional development.
• Stay informed about industry trends, customer preferences, and best practices to drive innovation in customer service operations.
• Perform other duties as assigned to support the overall success of the Customer Support department.

Skills

Leadership

Communication

Conflict resolution

Data analysis

Customer service

Call center

Problem solving

Education

Bachelor's degree

Tools

Salesforce

Job description

Job Title: Customer Experience Supervisor

Supervisor-level, 40 hours/week

Classification: exempt under FLSA

Location: 100% Remote

About

CleanChoice Energy, a national renewable energy company that empowers people and businesses to cut emissions and live cleaner, healthier lives, is seeking a Customer Experience Supervisor to join the Customer Experience team. This is a unique opportunity to join a mission driven organization transforming the U.S. electricity market by switching homes and businesses to 100% clean, pollution-free energy.

Job Description

This role will be focused on ensuring the delivery of outstanding customer service through effective leadership, coaching, and supervision of the customer service team. We are looking for someone who has strong communication, interpersonal, and conflict-resolution skills. In this role, you will be responsible for overseeing day-to-day operations, resolve escalated issues, and implement strategies to enhance the overall customer service experience. The ideal candidate must have proven experience in a customer service supervisory or leadership role within a call center environment. This person will report to the Call Center Manager and will have direct reports.

Responsibilities

• Supervise and lead a team of customer service representatives in a fast-paced call center environment.
• Monitor and manage daily operations to meet or exceed performance targets and service level agreements.
• Provide ongoing coaching, training, and feedback to customer experience specialists to enhance their skills and performance.
• Handle escalated customer issues, demonstrating a commitment to problem resolution and customer satisfaction.
• Collaborate with other departments to address customer concerns and improve overall service delivery.
• Analyze performance metrics, generate reports, and implement continuous improvement initiatives.
• Ensure compliance with company policies, procedures, and quality standards.
• Foster a positive and inclusive work environment that encourages teamwork and professional development.
• Stay informed about industry trends, customer preferences, and best practices to drive innovation in customer service operations.
• Perform other duties as assigned to support the overall success of the Customer Support department.

Qualifications and Skills

• Bachelor's degree or equivalent work experience in customer service or a related field.
• Proven experience in a customer service supervisory or leadership role within a call center environment.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to analyze data and make informed decisions to improve team performance.
• Proficient in using Salesforce (CRM) software and call center technology.
• Demonstrated ability to handle stressful situations with composure and professionalism.
• Flexibility to work shifts, including evenings and weekends, as needed.

Travel

• 100% remote position

Work Environment

• 100% remote position

Compensation

This position offers compensation range of $58,000 – $62,000 commensurate with experience and skills and a robust benefits package.

About CleanChoice Energy

Our mission is to transform the U.S. electricity market by switching homes and businesses to 100% clean, pollution-free energy. We are working toward a world free of catastrophic climate change with pure, clean air and abundant renewable energy by providing renewable energy to everyone everywhere.