Customer Experience Supervisor Link to Job Description Check out this video - Genuine Polywood About Us Are you inspired by innovation, continuous improvement, rapid vertical growth, and genuine, forward-thinking culture? Do you want to help families and communities connect to the great outdoors-all while doing something meaningful for future generations? Join our team at POLYWOOD, the leading brand of sustainable outdoor furniture.POLYWOOD is a U.S.-based company that proudly operates from our original headquarters in Syracuse, Indiana, with an additional facility in Roxboro, North Carolina, and a burgeoning remote workforce. Since day one, we've upheld our founder's original mission of stewardship by designing, engineering, and building beautiful outdoor furniture using sustainable materials, including landfill- and ocean-bound plastics, all with a zero-waste mindset. Our positive and inclusive culture is best described by our teams as an atmosphere of energy - a place where there is trust among each other and ongoing opportunity. Pair that with competitive pay and a suite of benefits, and you've got yourself a truly unique place to work. If you're ready for an exciting and fulfilling career, explore our available job opportunities today.The Role: Customer Experience SupervisorAs the Customer Experience Supervisor, you will be essential in leading and supporting our customer service team, including both internal members and seasonal BPO partners. Your role will involve monitoring and maintaining quality standards in customer interactions, overseeing payroll management, and ensuring that escalations are handled with the highest level of professionalism and care. This role is all about elevating the customer journey while promoting a positive, collaborative team environment.What You'll Do
- Team Leadership: Guide, mentor, and support a team of Customer Experience representatives, fostering a positive and productive work culture.
- Handle Escalations: Resolve customer escalations swiftly and effectively, ensuring we maintain our high standards for service and satisfaction.
- Quality Assurance: Evaluate customer interactions and ensure they meet our top-notch quality standards, identifying areas for improvement.
- De-escalation Expertise: Use effective strategies to de-escalate challenging interactions and ensure a smooth experience for our customers.
- Payroll Oversight: Manage payroll operations for the Customer Experience team to ensure accuracy and timeliness.
Why You'll Love Working with Us
- Culture of Innovation: Join a forward-thinking team that values creativity and new ideas in customer care.
- Growth Opportunities: Develop your career within a growing, sustainability-focused company with a strong track record of promoting from within.
- Positive Impact: Be part of a team dedicated to delivering exceptional service while supporting a mission that benefits customers and the planet.
- Supportive Work Environment: Thrive in a collaborative setting where your contributions are recognized and celebrated.
What We're Looking For
- Experience: At least 4 years of leadership experience in customer service settings, with a strong track record in team management and escalation handling.
- Exceptional Communication Skills: Ability to connect and communicate effectively with customers and team members alike.
- Technical Skills: Proficiency in Zendesk or similar customer service software.
- Strong Multitasking Abilities: Demonstrated ability to prioritize, juggle multiple responsibilities, and excel within a dynamic team environment.
Ready to Make a Difference?If you're inspired by providing excellent customer experiences, fostering team success, and supporting an innovative and sustainable company, POLYWOOD® invites you to apply. Step into a role where your impact is valued, and join us in creating meaningful connections with our customers.POLYWOOD® is an equal opportunity employer. POLYWOOD® evaluates qualified applicants without regard to characteristics protected by federal, state, or local laws.customer service, supervisor, manager