Supervisor - Customer Experience
$52,000–$54,000 year
On-siteEast Longmeadow, Massachusetts, United States
East Longmeadow, Massachusetts, United StatesOn-siteFull Time$52,000–$54,000 yearLarge
Full TimeLarge
Job Summary
Plan, organize, and evaluate assigned staff activities while serving as the primary escalation point for clients to address needs promptly. Build strong client relationships through regular meetings and service reviews, then oversee the team to ensure efficient delivery aligned with company standards. Collect and analyze client feedback to identify improvement opportunities, manage complaint resolution processes, and prepare performance reports for leadership. Partner with internal teams to ensure timely service delivery and represent the company at industry events.
Required Qualifications
- Bachelor's degree in business administration, chemistry, biology, or a closely related field
- Eight (8) years of client services experience
- Knowledge of principles, practices, and techniques for managing client relationships
- Experience developing and implementing customer service programs, policies, and procedures
- Ability to support team development, employee motivation, team-based management practices, and budget administration
- Working knowledge of applicable industry laws, codes, regulations, and business systems related to the work
- Strong communication skills, including business writing, oral presentations, and professional interactions with diverse audiences
- Ability to deliver high-level customer service, administer customer service functions, train staff, and support supervisors and employees with guidance and consultation
- Strong judgment, initiative, discretion, professionalism, and the ability to build effective working relationships across teams
- Ability to work in an office setting and use standard office equipment
- Ability to sit for extended periods
- Ability to lift and carry up to 10 pounds
- Vision to read printed materials and computer screens
- Hearing and speech to communicate in person and via telephone
- Must be able to travel
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