Customer Experience Supervisor

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $58.7k - $108.1k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 0%

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VSP Vision Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1955

🏥 Healthcare

📣 Marketing

🍽️ Food & Beverage

Healthcare • Marketing • Food & Beverage

VSP Vision Care is a leading eye care company that focuses on providing access to quality eye care and eyewear solutions. With a comprehensive portfolio of services, VSP Vision Care supports both individuals seeking eye health services and providers managing their practices. The company is committed to social responsibility, emphasizing health equity, sustainability, and a culture of belonging. Through initiatives such as Follow Your Heart, VSP Vision Care helps people maximize the value of their offerings, starting with eyewear. Recognized for its customer service excellence and commitment to diversity and inclusion, VSP Vision Care strives to empower human potential through sight. It has also been acknowledged as a top workplace in healthcare and is committed to supporting veterans and the military-connected community.

📋 Description

• Supervise, evaluate, and develop customer service staff to support customer satisfaction goals • Contribute to division and corporate action plans • Establish effective relationships with direct reports and maintain or improve employee satisfaction • Monitor unit personnel work to ensure consistent, accurate, and timely processing and departmental standards • Assign resources appropriately to ensure balanced support across service channels • Develop, maintain, and monitor unit standards, processes, and procedures • Maintain effective internal and external communications and communicate division and corporate goals • Monitor customer trends and potential service problems; escalate issues and recommend and implement procedural and system changes • Act as a subject matter expert for call handling processes and procedures • Assist in developing the unit budget and monitor expenses • Identify process improvements that reduce administrative costs without negatively affecting service quality • Coordinate with other units and departments on special requests, workflow issues, production issues, and escalated customer inquiries

🎯 Requirements

• Bachelor’s degree in related field or equivalent experience • Minimum of 2 years of leadership experience in a business-related environment • Ability to communicate to all levels of the company • Strong organizational and project management skills • Excellent verbal and written communication skills • Proficient with spreadsheet and word processing applications • Ability to work with a variety of system applications • General knowledge of call center technology and servicing channels is desired, but not required • Ability to analyze work processes and make recommendations to improve department efficiency • Ability to regularly exercise discretion and independent judgment in the performance of job duties • For remote roles, demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings • Employees have access to sensitive personal information and are subject to follow Information Security and Privacy Policies • Must comply with pre-employment substance abuse testing

🏖️ Benefits

• Eligible bonuses and commissions may be included as part of the compensation package • VSP Vision benefits are available (specific benefits not provided in the posting) • Remote work arrangement • Camera presence during virtual meetings to support effective communication and team alignment