Customer Experience Supervisor

Description:

The Customer Experience Supervisor is responsible for ensuring that customers have a positive experience with the company's products and services. This includes managing customer interactions, analyzing customer feedback, and developing strategies to improve the overall customer experience.

Responsibilities

This position is responsible for the following:

• Manage customer interactions across all channels, including phone, email, chat, and social media
• Analyze customer feedback and data to identify areas for improvement and develop action plans to address them
• Collaborate with cross-functional teams to ensure that customer needs are being met and that the customer experience is consistent across all touchpoints
• Respond to all social media complaints, including BBB, and/or reviews within 48 hours
• Respond to all post-appointment, post-service and project surveys within 48 hours
• Call/email all negative survey complaints and responses to work towards a positive solution
• Call all positive project survey reviews to solicit Google and Facebook reviews to drive rep.com score to 800+
• Develop and implement customer service policies and procedures to ensure that customers receive timely and effective support
• Create contests for location to improve customer satisfaction scores
• Monitor customer satisfaction metrics and use data to drive continuous improvement
• Stay up-to-date with industry trends and best practices in customer experience management
• Consistently driving metrics for customer satisfaction to reflect the following, or better:
• 70+ Total NPS
• 85+ Project NPS
• 40%+ Response Rate
• 800+ Reputation.com Score
• Project Bounce Rate <5%

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent Communication Skills: Strong verbal & written communication skills; ability to convey information clearly & concisely
• Customer-Centric Approach: Genuine commitment to providing outstanding customer service. Empathy & understanding towards customer needs
• Problem-Solving Skills: Effective problem-solving & decision-making abilities. Capable of handling challenging situations with composure
• Adaptability: Ability to adapt to evolving customer needs & organizational changes. Flexibility in handling diverse customer scenarios
• Team Collaboration: Proven ability to collaborate with cross-functional teams
• Willingness to contribute to a positive team environment

Ideal Culture Fit

A positive outlook and a pleasure to work with. A mature, team-player that thrives in a collaborative and supportive environment- No drama. Approach any challenge with a can-do attitude and take a creative approach to accomplishing tasks. Think critically and maintain an easy-going, friendly demeanor. Be authentic, do good work, and promote a healthy, balanced workplace.

Ideal Work Ethic

Show up and show out. We go above and beyond simply putting in the hours by applying ourselves and constantly striving for improvement. Be a game-changer and ask yourself, “How can we do this better?” Think creatively and let our culture of innovation encourage you to bring your ideas to the table.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to bend, stoop, reach, and carry. Specific vision abilities required by this job include close and distance vision. Communication requirements include verbal speech and written communication.

Disclaimer

Renewal by Andersen of Sacramento does not solicit current or recent employees or contractors of other Renewal by Andersen (RbA) entities within one (1) year from the date their relationship was terminated, regardless of corporate or affiliate ownership status. If an applicant’s relationship with Renewal by Andersen was terminated less than one (1) year prior to the date of application or if the candidate is interested in transferring active employment from one RbA to our Sacramento territory, the candidate must disclose their status. Upon disclosure, their current or former General Manager or equivalent will be notified for clearance prior to moving forward in the applicant screening process.

Renewal by Andersen (RbA) is a nation-wide leader in the window and door industry offering premium, custom-built products to homeowners. As the only full-service retailer of our exclusive, American-made windows & doors in our area, we take great pride and ownership in the legacy of our brand and our local reputation. Our core values include community, service, excellence, alignment, & integrity, and we are looking to hire those who align with these elements of our culture. We provide stable opportunities for professional growth and offer exciting and rewarding challenges which we know will help take your career to the next level. Join our team and become a part of the Andersen legacy we are building together.