Customer Experience Supervisor - On Site, Austin Texas

ZP Better Together, LLC.; Austin (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

ZP Better Together, LLC is seeking an on-site Customer Experience Supervisor to lead the Austin, Texas-based Customer Care team. This full-time role focuses on guiding workflows, training staff, and maintaining accurate records to deliver exceptional service.

The ideal candidate combines VRS knowledge with ASL proficiency and strong listening skills, fostering a collaborative, empathetic environment. Some travel and flexible scheduling may be required.

Qualifications

• Proficient in VRS customer service and/or product knowledge.
• Ability to troubleshoot and resolve customer problems with patience and empathy.
• Fluency in American Sign Language (ASL) and cultural awareness of the deaf community.
• Strong listening skills and a collaborative, team-oriented approach.
• Flexibility to accommodate varying work hours and days.

Responsibilities

• Supervise and manage all aspects of the Customer Care team and workflows.
• Provide direction and training to team members, fostering continuous improvement.
• Maintain accurate customer records and handle account information updates.
• Resolve product or service-related issues by understanding customer complaints, identifying root causes, and providing optimal solutions promptly.
• Offer recommendations for potential products or services based on analysis of customer needs.
• Prepare detailed reports on product or service performance through data collection and analysis.
• Actively engage in handling customer calls as required, ensuring timely assistance and resolution.
• Review TRSURD submissions prior to approval, ensuring compliance with regulations and company standards.

Skills

VRS knowledge

Troubleshooting

ASL proficiency

Active listening

Team collaboration

Flexible hours

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Supervisor - On Site, Austin Texas

Regular Full-Time

ZP Better Together is a pioneering communication services provider, catering to the diverse needs of the deaf and hard of hearing communities. Our commitment lies in offering innovative solutions like onsite interpreting services, video relay service, and video remote interpreting, aimed at breaking down communication barriers. At the core of our vision is the belief that every conversation matters, and communication access is a fundamental right.

As we continue to experience significant growth, we are seeking dedicated expertise to join our exceptional teams. The Customer Experience Team Supervisor role is pivotal in ensuring the delivery of high-quality services and maintaining our standard of excellence.

Responsibilities:

• Supervise and manage all aspects of the Customer Care team and workflows.
• Provide comprehensive direction and training to team members, fostering continuous improvement.
• Maintain accurate customer records and handle account information updates.
• Resolve product or service-related issues by understanding customer complaints, identifying root causes, and providing optimal solutions promptly.
• Offer recommendations for potential products or services based on thorough analysis of customer needs.
• Prepare detailed reports on product or service performance through meticulous data collection and analysis.
• Actively engage in handling customer calls as required, ensuring timely assistance and resolution.
• Review all TRSURD (Telecommunications Relay Service User Registration Database) submissions prior to approval, ensuring compliance with regulations and company standards.

Skills/Qualifications:

• Proficient in VRS (Video Relay Service) customer service and/or product knowledge.
• Ability to effectively troubleshoot and solve customer problems with patience and empathy.
• Cultural awareness of the deaf community and proficiency in American Sign Language (ASL) required.
• Strong listening skills and a collaborative team-oriented approach.
• Flexibility to accommodate varying work hours and days as needed.

Work environment:

Employees may experience the following physical demands for extended periods of time.

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, videophone, and cell phone (40-60%)
• Lifting computers and other equipment.
• Position may require some travel.

ZP Better Together is an Equal Opportunity Employer. Principals Only