Client Experience Supervisor

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🔥 1 hour ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $62.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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HARGE BAD & CAMPING

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🏨 Hospitality

✈️ Travel

Hospitality • Travel

HARGE BAD & CAMPING is a family-focused lakeside resort and campground (operating as Harge Resort) on the shore of Lake Vättern near Askersund, Sweden. The property offers camping pitches, glamping tents, multiple types of cottages and family cabins (including long-term autumn/winter stays), a beach and swimming area, an on-site pool, playground and adventure golf, plus on-site dining (restaurant, kiosks) and a reception/shop. The resort is part of the Swecamp membership network and is SCR‑affiliated, and markets packages and local activity suggestions (hiking, cycling, cultural sites).

📋 Description

• Lead the day-to-day operations of the Client Experience team • Lead, mentor, and motivate Client Experience Specialists • Provide daily guidance, remove barriers, and reinforce clear expectations • Conduct one-on-one coaching, performance discussions, and team meetings • Document feedback and follow through on action plans • Identify skill gaps, reinforce training, support onboarding, and build employee capabilities • Model empathetic problem-solving, professionalism, accountability, and commitment to client success • Manage service queues, case assignments, client messages, and staffing coverage • Serve as a primary resource for complex client concerns and escalations • Coach the team on debt management program requirements, client concerns, and long-term engagement • Ensure accurate CRM documentation, task completion, case follow-up, and adherence to procedures • Identify service bottlenecks and recurring errors; recommend and implement approved workflow changes • Assist with client service calls and queues as operational needs require • Monitor productivity, response times, service levels, quality results, and retention performance • Use CRM dashboards and operational reports to identify trends, communicate risks, and recommend corrective action • Review call recordings, client interactions, and case documentation; provide coaching aligned with quality standards • Reinforce organizational policies, applicable regulations, client privacy requirements, and documentation standards • Manage attendance records, timecard corrections, schedule coordination, and assigned employee administration • Maintain coaching, performance, and disciplinary records; partner with the Manager and HR on employee matters • Participate in candidate interviews, selection, new-hire training, and onboarding

🎯 Requirements

• Candidate must reside in Orlando, Florida or be willing to relocate prior to start date • 5–10 years of customer service experience, preferably in a call center or client servicing environment • 2–5 years of supervisor, team lead, or people management experience • Demonstrated ability to coach employees, manage performance, and deliver measurable team results • Experience with call center technology, CRM systems, quality monitoring, and operational reporting • Strong conflict resolution, decision-making, analytical, and problem-solving skills • Ability to manage competing priorities, service queues, escalations, and time-sensitive work • Strong written and verbal communication, documentation, collaboration, and organizational skills • Proficiency with Microsoft Office, web-based systems, and multitasking across applications • Dedicated home office space with reliable high-speed internet service • Flexibility to work nights, weekends, or holidays when business needs require • Preferred: 5+ years of supervisor, team lead, or management experience in a call center environment • Preferred: Experience in credit counseling, debt management programs, or financial services client support • Oral and written fluency in Spanish is a plus • High school diploma or equivalent combination of education and experience • 4-year degree or equivalent combination of education and relevant professional experience

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