Remote 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

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.