Customer Experience Supervisor

Job not on LinkedIn

November 13

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Blue Stream Fiber

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Blue Stream Fiber has been in business for 45 years, servicing Florida with amazing Internet, TV, and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology.

501 - 1000 employees

📋 Description

• - Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III). • - Conduct regular performance evaluations, call monitoring and provide feedback. • - Monitor team performance to ensure adherence to company policies, procedures, and KPIs. • - Manage team scheduling, attendance, and leave requests to ensure adequate coverage. • - Oversee daily Customer Experience operations, ensuring efficiency and effectiveness. • - Handle escalated customer issues, ensuring prompt and satisfactory resolutions. • - Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions. • - Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards. • - Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance. • - Assist in developing and updating training programs, SOPs, and quality assurance guidelines. • - Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs. • - Serve as the primary point of contact between the Customer Experience team and senior management. • - Provide regular updates to management on team performance, challenges, and achievements. • - Stay updated on the latest industry trends, company products, and services. • - Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement. • - Identify training needs and opportunities for team members and arrange for appropriate training sessions.

🎯 Requirements

• - **Must **live in Florida or Texas • - High school diploma or equivalent; associate or bachelor's degree preferred. • - Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams. • - Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues. • - Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems • - Strong leadership, coaching, and mentoring skills. • - Excellent communication and interpersonal skills. • - Advanced problem-solving abilities, data analysis and attention to detail. • - Proficiency with CRM systems, Microsoft Office and other Customer Experience software. • - Ability to multitask, prioritize, and work effectively under pressure.

🏖️ Benefits

• - Medical, Dental and Vision • - PTO & Holidays • - 401K + Match • - Life Insurance • - FSA & HSA • - Short Term/Long Term Disability • - Legal Plan Support & EAP