Company Generac Power Systems
Name Supervisor Customer Experience
Req # 64017
Employment Type Full Time
Shift 1st
The Customer Experience Supervisor is responsible for providing day-to-day supervision to the Customer Experience Technical team with the goal of ensuring a positive customer experience and removing roadblocks that get in the way of achieving the departmental goals. The supervisor will play a key role in the engagement and development of personnel and is instrumental in creating and maintaining best practices for the team serving our residential consumers by providing mechanical and technical trouble shooting on our traditional line of generators, clean energy and connected products.
- Follows through on team commitments and provides clear and direct feedback.
- Leads by example practicing the highest level of ethical standards by honoring commitments and treating everyone with fairness, trust & respect.
- Passionate about growth and development.
- Creates an environment that encourages collaboration and fosters open lines of communication and feedback while celebrating successes.
- Uses process and product knowledge in unique ways to problem solve.
- Coaches team on how to provide best in class customer satisfaction on every interaction.
- Ability to pass product and process testing following advanced product training.
- Sustains contact center metrics and goals including customer satisfaction, productivity and adherence.
- Responds to and resolves escalated customer technical and non-technical inquiries and issues.
- Responsible for contact center service level achievement
- Manages escalations from agents' team leads
- Process SME
- Other Duties as assigned and the following:
- Creates and maintains work instructions or other appropriate documentation as needed.
- 3 years of customer service experience
- 1-year experience leading or supervising a team
- Highschool diploma or GED
- Associates or Bachelors degree
- Customer first mindset
- High proficiency in Microsoft Office Suite
- Advanced problem-solving ability with an emphasis in First Call Resolution
- Ability to evaluate a situation objectively and review situations in a supportive, calm and empathetic manner
- Results Oriented: Achieves successful outcomes
- People: Provides encouragement to team and peers
- Excellence: Continuous Improvement mindset
- Ability to de-escalate: Conflict resolution skill set
- Integrity: Accountability for honest and ethical conduct
- Agility: Thrives in change and diverse work environments while coaching
- Displays a sense of urgency when addressing tasks and challenges
- Innovation: Embraces change management
- Communication: Excellent verbal and written communication skills
- Team Environment: Takes pride in the organization
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.