Customer Experience Supervisor

The Customer Experience Supervisor is responsible for the day-to-day operation of the Customer Experience team. This position will provide direction and support to fully service our customers, establish and maintain Key Process Measures for the Customer Experience Department, and develop a productive work environment with clear and precise guidelines/standard operating procedures.

Job Functions

• Manage the day-to-day operations of the Customer Experience team to ensure excellent customer service and satisfaction, adherence to standard operating procedures, and high-efficiency completion of tasks.
• Drive change and encourage growth by providing guidance and support to employees; aid employees with difficult customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers at all times.
• Manage proper staffing levels to ensure coverage for work completion and availability for customers.
• Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
• Collaborate with the IT department on current system functionality as well as system improvements.
• Work with Customer Experience Supervisors to develop and manage key process measures within each area of responsibility.
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
• Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.
• Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.
• Audit, maintain and ensure employee time-keeping and absentee records are accurate.
• Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions
  
  

Secondary Job Functions

• Professionally represent the department and the company in manner that works toward the building of positive relationships within the company as well as out in the community.
• Continue personal growth and development and stay current on company and departmental policies and processes through departmental and company sponsored training, off-site opportunities and individually seeking out knowledge.
• Assist with the development and maintenance of standard operating procedures.
• Create, develop and manage a project to completion.
• Assist with training and development for the company, dealer visits, district managers, regional managers, new Ashley management staff.
• Maintain reliable attendance.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.
  
  

Qualifications

Education:

• Bachelor’s degree in business management or related field, or equivalent work experience, Required
  
  

Experience

• 3 years’ experience in Customer Service, Supervision or a combination, Required
  
  

Licenses or Certifications

• None
  
  

Knowledge, Skills And Abilities

• Strong Customer Service Skills
• Profound knowledge of product planning and customer service processes
• Effective coaching, guiding and development skills
• Demonstrate confidence to face leadership challenges
• Strength in setting goals professionally and personally
• Professional telephone etiquette
• Provide effective leadership, promote teamwork and demonstrate the ability to
• lead people to get results
• Maintain a positive and professional attitude that motivates others and promotes
• enthusiasm
• Strong attention to detail
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Effective time management and organizational skills
• Work independently as well as in a team environment
• Document management system
• Analytical and problem-solving skills
• Maintain confidentiality
• Working knowledge of Continuous Improvement
• Handle multiple projects simultaneously within established time constraints
• Proficient computer skills, including experience with Microsoft Office Suite, and internet
• Perform under strong demands in a fast-paced environment
• Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
• Display empathy, understanding and patience with employees and external customers
• Respond professionally in situations with difficult employee/vendor/customer issues or inquiries
  
  

Schedule Expectations

• Opportunity for Domestic Travel
• Flexible and willing to work extended hours when necessary.
  
  

Job Competencies

• Building Talent
• Communication
• Customer Focus
• Delegation & Empowerment
• Driving for Results
• Emotional Intelligence
• Guiding Team Success
  
  

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance
  
  

Our Core Values

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement/Operational Excellence
• Dirty Fingernail
• Growth Focused
  
  

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.