Customer Experience Supervisor

This position is on-site only (Ocala, FL).

Job Summary:

The Customer Experience Supervisor oversees a blended call center team, supporting both inbound and outbound customer interactions using the Five9 system to ensure high-quality service up to 9 p.m. This role is responsible for meeting and exceeding performance metrics, enhancing the customer experience, and developing a team of empathetic, solutions-oriented professionals who deliver exceptional "Raving Fan" experiences. The Customer Experience Supervisor leads by example, fostering a collaborative environment that supports continuous improvement, compliance with federal and state regulations, and alignment with company values.

Core Competencies:

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Supervisor Responsibilities:

• Leadership and Team Development: Lead, coach, and mentor a team of customer experience representatives, fostering a supportive and empathetic team culture that emphasizes active listening, problem-solving, and delivering Raving Fan experiences.
• Performance Monitoring and Feedback: Oversee team performance using the Five9 system, providing regular feedback and conducting performance evaluations to ensure that team members meet or exceed call center metrics, including answer times, call quality, and customer satisfaction.
• Scheduling and Resource Allocation: Coordinate shift scheduling and resource allocation to ensure consistent coverage up to 9 p.m., with flexibility to adapt to peak call periods and maintain service levels.
• Training and Development: Facilitate training sessions and continuous learning opportunities to keep the team up-to-date on customer service best practices, regulatory requirements, and system tools, ensuring each team member’s growth and readiness to provide exceptional customer experiences.
• Quality Assurance and Compliance Oversight: Conduct regular quality assurance checks to verify adherence to federal and state regulations, company policies, and customer privacy standards, maintaining accountability across all team interactions.

Essential Duties:

• Customer Interaction Supervision: Oversee inbound and outbound interactions within the blended call center environment, guiding the team in delivering a seamless and empathetic customer experience across phone, email, and any digital platforms.
• Customer Experience Enhancement: Drive improvements in customer service delivery by analyzing call metrics, identifying common customer needs, and implementing strategies to resolve issues efficiently and empathetically.
• Escalation Management: Handle escalated customer concerns promptly, using active listening and problem-solving skills to address issues effectively and represent the company with professionalism and care.
• Collaboration and Communication: Serve as a liaison between the call center and other departments, sharing customer insights and collaborating on process improvements that enhance the overall customer experience.
• Metrics and Reporting: Track and analyze call center metrics and team performance data, generating reports on service levels, call quality, and customer satisfaction. Use this information to inform strategic decisions and performance enhancements.
• System and Process Improvements: Participate in the testing and rollout of updates to the Five9 system and other customer service tools. Propose and implement process improvements that streamline workflows and elevate the customer experience.
• Documentation and Procedural Updates: Maintain up-to-date “How To” guides, scripts, and job aids to support team members in delivering consistent, high-quality service. Regularly review and update procedures to align with current best practices.
• Compliance Training and Adherence: Ensure team completion of compliance training and adherence to all regulatory guidelines. Model best practices in data privacy and customer service compliance for the team.
• Additional Duties: Complete administrative tasks, respond to audit requests, and perform other duties as assigned to support the broader goals of the customer experience team.

Education and Experience

Education:

• High school diploma or equivalent required.
• Bachelor’s degree in business, communications, or a related field preferred.

Experience:

• Minimum of 3 years in a customer service, call center, or customer experience role, with at least 2 years in a supervisory or leadership position, preferably within a financial services or similar regulated industry.
• Experience with call center software, specifically Five9 or a similar system, and a strong track record of meeting or exceeding performance metrics.

Skills & Competencies:

• Excellent leadership abilities with a focus on coaching, mentoring, and team development.
• Strong verbal and written communication skills, with the ability to manage escalations and foster positive relationships with both customers and team members.
• Proficiency in analyzing metrics and performance data to drive improvements and support strategic decision-making.
• Familiarity with customer experience best practices, regulatory compliance, and data privacy standards.
• Ability to work a flexible schedule, including evening shifts as needed to support the call center’s hours of operation.

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.