Supervisor, Customer Experience Consultant

Paycom - ATS; Fort Mill (SC); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

PTO

401K Matching

Employee Discount

Career Growth

Job summary

Broad River Retail seeks a Customer Experience Consultant Supervisor to lead a team of CXCs in Fort Mill or Four Oaks. You will train, coach, and oversee daily call, email, chat, and text performance, ensuring quality service and policy compliance.

Support process improvements and performance reviews while mentoring agents to deliver exceptional memories to customers. After onsite training, this role shifts to a work-from-home arrangement with monthly onsite meetings.

Qualifications

• Associates Degree or minimum of two (2) years of supervisory/team management in a contact center environment or equivalent experience.
• Proven experience handling highly escalated issues from the executive team.
• Experience managing high-volume customer service team members that handle inbound and outbound calls, emails, chats and texts, written communications, and/or social media customer service inquiries.
• Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision.
• Proven experience mentoring, coaching, developing and motivating employees to increase morale and engagement; supervising teams of 8+ is preferred.
• Familiarity with call center metrics and the ability to review, interpret and create action plans to support individual achievement plans.
• Excellent customer service skills and a dedication to the root cause analysis of problems, especially in stressful situations.
• Experience with Contact Center technology such as Ring Central, NICE InContact, Freshdesk, etc.
• Strong knowledge of computers and technology, including Microsoft Suite with advanced knowledge of Microsoft Teams.

Responsibilities

• Provide training, mentorship, and guidance to CXC team members to ensure quality customer service is extended to internal and external customers.
• Supervise teams’ daily activities to ensure productivity, quality service, and compliance with policies.
• Guide daily process improvement by performing root cause analysis and reducing escalations.
• Review service-level analytics and create action plans to support skill development.
• Recommend process improvements to CX Management and assist in implementing customer care programs.
• Monitor interactions and conduct QA checks, providing feedback and plans for agents to improve.
• Conduct regular performance reviews and weekly coaching sessions to maximize agent potential.
• Identify gaps across the customer experience group and develop training materials for continuity.
• Maintain knowledge of current Customer Care policies and procedures.
• Support hiring initiatives, performance management, corrective actions, and exit interviews.

Skills

Supervisory experience

Team management

Coaching

Quality assurance

Root cause analysis

Customer service

Call center metrics

Mentoring

Training

Education

Associates Degree

Two years supervisory experience

Tools

RingCentral

NICE InContact

Freshdesk

Microsoft Teams

Job description

Customer Experience Consultant – SupervisorAT A GLANCE:Broad River Retail is currently seeking a Customer Experience Consultant Supervisor to join our Customer Experience Team in Fort Mill or Four Oaks. Reporting to the Customer Experience Consultant Manager, you will lead a group of Customer Experience Consultants (CXCs) and oversee their call, email, chat, and texting performance. This position will be involved in training, coaching, and helping support the day-to-day employee relations. The CXC Supervisor will support idea generation and implementation of CX initiatives focused on maximizing efficiency and effectiveness and optimizing the overall performance of Broad River’s Contact Center.DAY IN THE LIFE AS THIS MEMORY MAKER:Provide training, mentorship, and guidance to CXC team members to ensure quality customer service is being extended to internal and external customersSupervise teams’ daily activities to ensure a high level of productivity, quality service, and compliance with company and departmental policies and proceduresGuide daily process improvement by performing root cause analysis to understand and reduce/prevent escalationReview service-level analytics and create action plans to support skill developmentRecommend process improvements to CX Management team and assist in implementing customer care programsContinually evaluate interactions between CXCs and customers by monitoring and conducting quality assurance checks, and providing developmental feedback with Quality scores and actionable plans for agents to improveConduct regular performance reviews, including weekly coaching and feedback sessions to maximize agents’ potential to deliver exceptional memories to our customersIsolate gaps across the entire customer experience group and develop ideas to bridge knowledge gaps and training material to support departmental continuityMaintain a strong working knowledge of current Customer Care policies and proceduresMotivate new and existing team members. Support hiring initiatives, performance management plans, corrective action management and exit interviews for assigned teamAssist management with other Customer Experience projects and reports as neededBe the second line of support for customers with escalated resolutions needing help beyond the CXC team memberPerform backup duties to CXC team members when necessary, during times of high volume, and support and backup other Customer Experience Supervisors and their teamsAbility to work a varied schedule including nights, weekends and holidays to provide coverage, coaching and trainingMEMORY MAKER PERKS AND BENEFITS:Salary Range based on numerous factors including experience, knowledge, and skill.Medical, dental, vision, and life insurance optionsPaid time off and 401K matching contributionEmployee discount (40%) at BRR locationsInternal Opportunities for career growth and advancementCULTURE SNAPSHOT:Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees “Memory Makers.” We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities.We take pride in training and developing our teams so that they can provide a premier customer experience to every guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley Furniture licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.OUR COMMITMENT TO YOU:Broad River Retail is an EEOC compliant company and committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self.WHAT YOU’LL NEED TO SUCCEED:Associates Degree or minimum of two (2) years of supervisory/team management in a contact center environment or equivalent experienceProven experience handling highly escalated issues from the executive teamExperience managing high-volume customer service team members that handle inbound and outbound calls, customer emails, chats and texts, written communications, and/or social media customer service inquiriesStrong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervisionProven experience mentoring, coaching, developing and motivating employees to increase morale and engagement; supervising teams of 8+ is preferredFamiliarity with call center metrics and the ability to review, interpret and create action plans to support individual achievement plansExcellent customer service skills and a dedication to the root cause analysis of problems, especially in stressful situationsExperience with Contact Center technology such as Ring Central, NICE InContact, Freshdesk, etcStrong knowledge of computers and technology, including Microsoft Suite with advanced knowledge of Microsoft TeamsWORKPLACE ENVIROMENT:While performing the duties of this job the employee is:This role is a work-from-home position after training is completed onsiteMonthly onsite team meetingsEmployees must arrange an appropriate workspace that ensures their productivity. Must be able to take participate in virtual meetings, on-camera, and calls with minimal distractionPhysical requirements such as extended periods of sitting, standing, and movingIn accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.