Retail Customer Experience Supervisor

Company: Blue Ridge Communications

WFH 2-Day Flex Shifts - Monday-Friday, 8AM-5PM and alternating Saturday's 9AM-1PM

Pencor and its subsidiaries are Equal Opportunity Employers

• Our Customer Care Supervisors are expected to come into the Retail office when the office is open. Occasional travel may be expected for in-person leadership functions and training.

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV) Technology. Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.

We are currently seeking a Customer Experience Supervisor to assist us in developing and supporting and our customer care teams through multiple channels. In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience. We are looking for our candidate to have a collaborative approach and a business mindset. Quick learning and strong work ethic will be required.

Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations. The position requires the skill and personality to respectfully care for our valued teams, while keeping our company's policies and guidelines in perspective. It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills and platforms to be successful in a busy contact center environment.

As a retail Customer Experience Supervisor, it is important to ensure adequate coverage is in place for assigned offices. In the event of a staffing shortage, it is the supervisor's responsibility to adjust their schedule as needed to provide counter coverage. Success in this role requires flexibility, dependability and willingness to step in when needed to support the team and overall business operations. We are seeking an individual that has a service mentality and is excited to partner with peers and leaders to create new solutions.

Our Retail Centers are diverse and uphold a personality that is fun, caring and approachable, yet practical to deliver results. Our brand promise is,"To Deliver a Trusted and Valued Connection – Always" Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our leaders, with the ability to be flexible with your schedule on an as needed basis.

Blue Ridge offers an impressive health insurance package, generous paid time off, tuition reimbursement and ability to participate in the employee referral program.

Responsibilities Include

• Embracing our core values and consistently leading by example
• Creating an environment that encourages continual learning and development
• Monitoring the activities of representatives supporting our customers
• Assisting with evaluating representatives job performance and providing timely feedback
• Ensuring adherence to proper processes and procedures
• Creating expectations, providing formal and informal coaching and recognizing success
• Communicating with the team on a daily basis
• Coaching representatives to build problem-solving skills and working independently
• Interacting with customers on an as-needed basis, handling escalated customer situations
• Addressing any performance issues in a timely manner with management
• Communicating and escalating with internal teams and external vendors
• Department scheduling and payroll
• Collaborating with leadership and other department's to meet evolving needs of our business
• Processing time off request, call outs and overtime requests
• Completing banking requirements including office audits
• Overseeing inventory management of each location; including ordering new supplies when needed
• Inspecting the store's physical appearance to make sure it's clean and well-stocked at all times
• Managing employee's work scheduled to ensure we have enough counter staffing to handle office traffic
• Training employees on company policies and procedures
• Managing employee's performance by providing feedback, coaching and counseling when necessary
• Conducting employee performance appraisals to ensure they meet company standards
• Conducting interviews to identify talent to bring into our organization
• Performing and monitoring agents monthly
• Ensuring agents are held to expectations of job duties and performance
• Completing banking requirements, including random office audits
• Establishing safety procedures for the retail location; including emergency evacuations plans and fire prevention measures
• Other duties as assigned

Qualifications

• High School Diploma or G.E.D
• Established residency in Pennsylvania
• Valid PA Driver's License and good driving record
• Previous leadership experience preferred
• Cash Handling Skills preferred
• Strong Computer Skills -Microsoft Office Programs and Outlook Email
• Excellent Communications Skills – Oral and Written
• Organization skills
• Conflict Resolution Skills
• Strong Time Management and Organizational Skills
• Ability to work as part of a team
• Ability to multitask in a fast-paced environment while adapting to changes
• Ability to lift and carry up to 30lb equipment boxes
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes which displaying innovation
• Ability to work overtime when necessary
• Ability to portray a professional, courteous and friendly demeanor at all times