Supervisor – Customer Experience
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Job Description
Customer Experience Supervisor responsible for managing client satisfaction and team oversight. Collaborating with internal teams and ensuring effective service delivery at Pace.
Responsibilities:
- Responsible for managing client relationships and ensuring high levels of client satisfaction
- Provides oversight to the customer experience team
- Plans, organizes, administers, develops, and evaluates the activities of assigned staff
- Serves as the primary escalation point of contact for clients, addressing their needs and concerns promptly
- Conducts regular client meetings and reviews to assess satisfaction
- Oversees the client service team to ensure efficient and effective service delivery
- Supports the Manager and Director of Client Experience
- Collaborates with internal teams for delivery of services and solutions to clients
- Collects and analyzes client feedback for improvements
- Manages the process for handling client complaints and resolving issues
Requirements:
- Bachelor's degree in business administration, chemistry, biology, or a closely related field
- Eight (8) years of client services experience
- Comprehensive principles, practices, and techniques of managing client relationships
- Understanding of the development and implementation of customer service programs, policies, and procedures
- Principles and practices of developing teams, motivating employees, and managing in a team environment
- Principles and practices of budget development and administration
- Applicable industry laws, codes, and regulations
- Computer applications and systems related to the work
- Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds
- Correct business English, including spelling, grammar, and punctuation
Benefits:
- Medical, dental vision
- 401K retirement savings plan
- Life, disability and voluntary benefits
- Paid time off for holiday, sick and vacation days
- HSA
- Wellness program
- Flexible spending accounts
- Tuition reimbursement
- Employee Assistance program
- Parental leave
- Optional legal coverage and ID theft
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