Customer Experience Team Lead & Escalation Expert

Michaels; Irving (TX); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

401(k) with employer match

Employee Assistance Program

medical coverage

dental coverage

vision coverage

telemedicine services

flexible spending accounts

commuter benefits

tuition assistance

adoption assistance

various voluntary insurance options

employee discounts

partner discount programs

Job summary

The Michaels Companies Inc. in Irving, TX is seeking a Support Center Supervisor to guide a small team of agents, manage escalations, and ensure timely problem resolution while maintaining a high level of customer experience.

You will train associates, monitor queues, and work with store and district leadership to standardize operations and improve service levels, with flexibility to work evenings and weekends.

Qualifications

• Three (3) plus years' work in a customer-centric environment; one (1) year of supervisory experience.
• Minimum Education: High School Diploma.
• Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint), Windows.
• Experience leading a small team and managing escalations.
• Strong verbal and written communication skills.
• Ability to diagnose, troubleshoot, and resolve issues in a fast-paced environment.
• Must be able to work evenings, weekends, and some holidays.

Responsibilities

• Leads a small team of agents daily, providing guidance and oversight.
• Acts as a third escalation point for major customer issues with de-escalation through emotional intelligence, empathy, and active listening.
• Drives continuous improvement by examining processes and making recommendations that improve accuracy and service levels.
• Manages escalated situations from a variety of business partners.
• Monitors the queue to ensure that SLAs are met and allocates coverage.
• Supports new hire training and ongoing training for all associates.
• Provides in-the-moment coaching to agents and assists with resolution.

Skills

Customer service

Leadership

Communication

Problem solving

Coaching

Analytical skills

Empathy

Education

High School Diploma

Tools

Microsoft Office

Windows OS

Job description

The Michaels Companies Inc. in Irving, TX is seeking a Support Center Supervisor to guide a small team of agents, manage escalations, and ensure timely problem resolution while maintaining a high level of customer experience.

You will train associates, monitor queues, and work with store and district leadership to standardize operations and improve service levels, with flexibility to work evenings and weekends.