Customer Experience Supervisor

CleanChoice Energy; Washington (District of Columbia); Remote; USD 58,000 - 62,000; Full time

Benefits offered by this job

Robust benefits package

Job summary

CleanChoice Energy is seeking a Customer Experience Supervisor to lead and develop the customer service team in a 100% remote call center environment. This exempt, supervisor-level role reports to the Call Center Manager and focuses on delivering outstanding service to customers while maintaining high performance standards.

You will coach staff, monitor operations, analyze metrics, handle escalations, and collaborate with other departments to improve service delivery.

Qualifications

• 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.
• Demonstrated ability to handle stressful situations with composure and professionalism.
• Flexibility to work shifts, including evenings and weekends, as needed.

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

Customer service

Communication

Data analysis

Salesforce

Conflict resolution

Team coaching

Education

Bachelor's degree or equivalent

Tools

Salesforce (CRM)

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.

CleanChoice Energy is an Equal Opportunity Employer. Our staff's diverse, multidisciplinary background drives our success, and we are committed to ensuring that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.

About CleanChoice Energy

Our mission is 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.