Customer Experience Supervisor

Company: Blue Ridge Communications

Hybrid WFH Shift: Monday-Friday, 8AM-5PM

*Our Customer Care supervisors are expected to travel to our Contact Centers based on business need. Occasional travel may be expected to 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 and New York, 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. We are seeking an individual that has a service mentality and is excited to partner with peers and leaders to create new solutions. 

Our Customer Care Teams are diverse and uphold a fun, caring and approachable personality, 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 frequent 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, including weekends and holidays.  Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement, and employee referral program.

Responsibilities:

• Embrace our core values and consistently lead by example
• Create an environment that encourages continual learning and development
• Monitor the activities of representatives supporting our customers
• Assist with evaluating representatives job performance and provide timely feedback
• Ensure adherence to proper processes and procedures
• Create expectations, provide formal and informal coaching and recognize success
• Communicate with the team on a daily basis
• Coach representatives to build problem-solving skills and work independently
• Interact with customers on an as-needed basis, handling escalated customer situations
• Address any performance issues in a timely manner with management
• Communicate and escalate with internal teams and external vendors
• Department scheduling and payroll
• Collaborate with leadership and other department’s to meet evolving needs of our business
• Process time off request, call outs and overtime request
• Oversee inventory management of each location, including ordering new supplies when needed
• Inspect the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Train employees on company policies and procedures
• Manage employee’s performance by providing feedback, coaching and counseling when necessary
• Conduct employee performance appraisals to ensure they meet company standard
• Conduct interviews to identify talent to bring into our organization
• Perform and monitor agents monthly
• Ensure agents are held to expectations of job duties and performance
• 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 to include Microsoft Office Programs and Outlook
• Excellent Communications Skills – Oral and Written
• Organization skills
• Conflict Resolution Skills
• Strong Time Management and Organizational Skills
• Ability to multitask in a fast-paced environment while adapting changes
• Ability to work as part of a team
• 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