A leading manufacturing company in the residential interiors space is seeking a Customer Experience Supervisor to oversee the customer service team, improve the end-to-end customer experience, support representatives with guidance and training, and ensure exceptional service at every touchpoint.

Salary: $68,000
Location: Houston, TX - Onsite
Type: Direct Hire

Responsibilities:  

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure excellent customer service delivery.
• Monitor and evaluate customer interactions to identify areas of improvement and implement necessary changes.
• Analyze customer feedback and data to identify trends and opportunities for process improvements.
• Collaborate with cross-functional teams to resolve customer issues and provide seamless customer experiences.
• Develop and maintain customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Assist management in setting call center goals by preparing reports and analyzing data.

• Must have flexible availability, including weekends depending on business needs 
• Bachelor's degree in business administration, Marketing, or a related field.
• Proven experience leading a call center or customer service team.
• Experience working within luxury retail, lighting, interior design, home furnishings, or a related field
• Proficient with customer service software tools, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Experience setting, implementing and monitoring team and individual KPIs
• Demonstrate exceptional communication across all contact channels, including email, chat and phone