The American Heart Association has an excellent opportunity for a Customer Engagement Supervisor , based at our National Engagement Center in Dallas and Richardson, Texas, where we respond to customers’ calls and e-mails about heart disease, stroke, cardio pulmonary resuscitation (CPR) classes, and professional membership and continuing education.
The Customer Engagement Supervisor is involved with all aspects of program management in order to ensure that customer satisfaction and service level goals are met; builds customer loyalty by providing excellent customer satisfaction through the supervision and development of our customer care specialist and demonstrates a positive and motivating work environment for employees.
Areas of Responsibility:
- Supervises and develops up to 17 customer care specialists.
- Monitors and scores customer interactions and provide coaching to the specialists to improve their ability to delight our customers. This may include web chat, social media posts, and emails in addition to calls.
- Engages in monthly feedback sessions with each specialist for continued improvement.
- Initiate frequent coaching, counseling and quality checks on all customer inquiries.
- Plans, directs, supervises, evaluates, and manages daily work flow and operational reporting.
- Serves as a consultant and role model as a member of the leadership team.
- Develops and facilitates monthly team meetings.
- Maintains on-going customer relationships and uses computerized system for tracking contact and information gathering.
- Plans staffing needs in support of business plans.
- Coordinates work activities to achieve operational efficiencies and revenue generation.
- Collaborates with other departments for cross-function cooperation and training (quality assurance, workforce management and professional development training) to help establish best practices.
- Escalates and report issues through various support streams including third party vendors.
- Builds strong relationships with internal business partners to resolve customer issues, identify upcoming impacts to customer volume and collaborate on process improvements.
- Handles and resolves escalated customer concerns/issues.
- Communicates and enforces policies and procedures.
- Responsible for administering formal corrective action up to and including recommendation for termination of employment.
- Other duties and responsibilities assigned by
Educational Background:
Bachelor’s degree preferred or equivalent work experience.
Skills/Experience:
- 5 years’ related experience in a customer service field or call center environment.
- 2 years’ experience as a lead or supervisor in the customer service field.
- Able to develop long-term and short-term goals, follow through and develop performance objectives.
- Superior listening skills, and creative problem solving skills to better develop team members.
- Excellent oral and written communication skills.
- Excellent interpersonal, judgement and decision-making skills.
- Computer experience with a proficiency in Microsoft Office (Outlook, Word, Excel and PowerPoint) and contact center applications
- Ability to provide excellent customer service to meet the needs and expectations of internal and external customers.
- Acts with a sense of urgency; meets deadlines.
- Detail oriented to meet operation goals and ongoing training requirements.
- Ability to identify, analyze, and resolve technical issues with technology.
- Demonstrated ability to maintain composure, keep emotions in check and avoid aggressive behavior even under difficult circumstances.
- Able to interact and communicate at all levels of the organization.
- Able and willing to work outside of scheduled hours and provide rotating on call weekend support.
Job Function:
Organization Info
Listing Stats
Post Date:
Mar 30 2019
Active Until:
Apr 30 2019
Hiring Organization:
American Heart Association | American Stroke Association
industry:
Nonprofit