Description

The Customer Engagement Supervisor leads employees who are responsible for supporting prospects, recently acquired customers, and at times the existing client base from the onboarding phase through early use of products and services. This position partners cross functionally to resolve escalations and ensure processes and performance support customer success and satisfaction.

• Monitors work inventory and ensures efficient distribution and appropriate prioritization among team member to enable timely and successful completion and customer satisfaction.
• Manages escalations to enable reps to continue responding to incoming inventory volume in a timely manner. Partners with internal teams to facilitate resolution and successfully influence customer satisfaction, conversion and/or retention.
• Analyzes team's KPI data and recommends changes to product, work processes, or systems to ensure efficient achievement of customer success level standards.
• Analyzes prospect or customer trends as they progress through the self-service process to identify potential impediments to successful enrollment completion. Develops operational plan and allocates resources to initiate outbound contact to proactively offer support, influence prospect-to-customer conversion or otherwise maintain a positive customer expericnce.
• Develops and executes plan to work with customers to ensure an optimal new-user experience. Provides product and feature training when necessary, drives awareness of relevant ancillary products, and promotes customer referral program and benefits.
• Participates in the testing of new products, services, features, and systems to offer feedback, create and deliver documentation and training for the team.
• Provides in the moment coaching and support to the team. Recruits, selects and develops talent to maximize engagement, minimize turnover, promote career path growth, and develop bench strength for the organization.

 

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Req Number CUS-20-00498

Position Requirements

• H.S. Diploma - Required
• Associate's Degree - Preferred
• Bachelor's Degree - Preferred
• 3 years of experience in a service or sales role with responsibility for influencing customer or retention via multi-platform direct customer interaction. .
• 3 years of experience in leading direct reports.
• 3 years of experience in On-line/call center experience in a Saas, tech, or banking environment. .
• 3 years of experience in Payroll system, Saleforce.com, or other CRM system experience. .
• Effective leadership skills.
• Demonstrates problem solving skills.
• Proficient in English written and verbal communication skills.
• Demonstrates customer service skills.
• Effective interpersonal skills.
• Ability to influence internal and/or external constituents.
• Ability to represent the company with external constituents.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Proactively approaches responsibilities.
• Possesses strong product knowledge.
• Excellent collaboration and team building skills.