Customer experience associate job description

Schedule: Full-time, Tues-Sat 11P-8A EST(including holidays). Hours may vary based on the need of the business.

Location: Remote

Who You ll Work For

REEF transforms urban spaces into community hubs that create jobs and bring new goods, services and experiences to the neighborhood. With an ecosystem of 5,000 locations and a team that s over 18,000 strong, REEF is the largest operator of parking real estate and delivery restaurants in North America. By connecting the world to your block, we re making the place you live, the place you love to be.

What You ll Do

Direct Supervisor for a team of approximately 12-20 Customer Experience Representatives (CXRs) who handle high-volume, inbound calls related to a plethora of different types of parking related calls. This is a 24x7x365 contact center.

Supervision

Responsibility for all areas of CXR employment, development, and performance.

Accountable for CXR adherence to KPIs and SLAs across all channels (inbound and outbound calls, chat, SMS, email and social media)

Responsible for CXR training success, performance management, quality assurance and coaching; as well as all administrative tasks associated with CXR employment including system access forms, time-off requests, notes to file and disciplinary action, etc.

Service Levels

Comprehensive understanding of contact center KPIs and SLAs including speed of answer, handle time, talk time, abandonment rate, utilization and occupancy.

Always ensure CXR schedule adherence for optimized staffing levels. If necessary, jump in to handle interactions when wait time or queue thresholds are exceeded.

Use of contact center software Five9, Workforce Optimization Solution Verint, and Microsoft Office for real-time and historical reports.

Coaching & Mentoring

An integral and critical part of the Supervisor role.

Formalized, ongoing and open dialogue can help ensure the success of Shared Services CXRs.

Supervisors should expect to dedicate approximately 25% of every workday to coaching.

Administration and HR

Use REEF HR and Workforce Optimization systems including Workforce, Paycom and Verint.

Ensure completion of System Request Forms, Timesheets, Hourly EE forms, updates, etc. on or before deadline.

Manage CXR attendance including timekeeping, schedule adherence, etc. and action as required.

Process CXR time off requests within 1 business day of submission

Conduct disciplinary action as required under the guidance of HR & Management.

What We Want From You:

Strong leadership skills. A passion for creating CXR success through thoughtful and structured coaching & mentoring. Positive, respectful, and enthusiastic.

Exemplary time management skills: The ability to balance unplanned tasks and duties while consistently and successfully meeting regular, ongoing responsibilities as well as ad-hoc.

Strong prioritization skills: Excellent skill in prioritizing tasks and responsibilities in a fast-paced and rapidly evolving environment. Ability to meet ongoing responsibilities even while shifting priorities as new information or situations arise.

System & process expertise: A commitment to ongoing learning to become an Expert on systems & processes used in the Call Centre. Strong working knowledge of MS Office applications.

Excellent problem solver: Enjoys applying system and process expertise to get to the root of a problem and apply a solution. Ability to apply solutions to big picture.

Strong attention to detail & focus on accuracy

Exceptional interpersonal skills, both orally and in writing. Excellent literacy.

Proven Leadership abilities minimum 1 year

Customer Service and/or Call Center environment minimum 2 years

Five9 and/or Verint experience is an asset.

What We ll Provide

Medical

Dental

Vision

Life and Disability

401K (US) or RRSP Contributions (Canada)

Paid Time Off (PTO)

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
Work is performed in a professional office environment.

WORKING CONDITIONS:
Work is performed indoors for extended periods of time including up to the entire duration of shift.

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

As the Customer Experience Supervisor, you will develop the standardization and optimization of processes that drive the Customer Experience with their Inside Sales team and will adhere to the metrics that have been developed to measure these outcomes in relation to our organizational goals. In this role, you will oversee three critical workstreams: customer value & optimization, customer experience representatives development, training & optimization, and CX operations improvement.

The location of this position is flexible, but frequent travel is required to support your teams in Milwaukee, Madison, Middleton, and Racine, WI.

Execute Crescent Electric's strategy to optimizing the Customer Experience and Service framework in accordance with customer expectations and ensuring the realization of profitability. Lead the optimal team support structure and talent to support the design, changes and deployment. Lead, and manage Inside Sales team across multiple geographical locations. Collect and provide analysis to ensure service optimization. Drive the business forward through continued leadership and insights while developing and strengthening the service workforce.
QUALIFICATIONS:
Strong team player who operates with high levels of integrity, trust and respect for the individual. Must take an authentic approach to collaboration leading to a collective success across the broader end-to-end organization In-depth knowledge of all facets of a distributorship.Experience in training and developing employees.Knowledge of electrical distribution.Strong analytical and problem solving skills.

SUPERVISORY RESPONSIBILITIES:
Carry out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws.Must set clear expectations and goals and helping employees to achieve them.Demonstrated ability to drive transformational change including the ability to influence employees to embrace change through clear communications and definition of inspiring vision(s) for the future.

#LI-CECE
#earlycareers

Total Rewards and Benefits
Crescent Electric's compensation package includes an array of top-tier benefit options, including:
Eligibility for health, and dental, vision coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.Eligibility for company-paid benefits such as life insurance, short-term disability, long-term care, and Employee Assistance Program, subject to applicable waiting periods.Excused Absence time off and Paid Time Off (PTO).Company-paid holidays.Other benefits for which you may be eligible includes supplemental life insurance, hospital indemnity, and accident and critical illness benefits with cancer coverage.Eligibility: Employees are eligible for health, dental, vision, and life insurance benefits on the first of the month following 30 days of employment. Employees who are 21 years of age or older will be automatically enrolled in the company's 401(k) plan once they achieve 90 days of employment.

Family Owned. Culture of Quality. Opportunities to Advance.
Crescent is transforming and we are on a mission to power the communities we serve through teamwork and relentless customer focus. We have a vision of uncompromising teamwork committed to becoming the industry leader for our employees, suppliers, and shareholders. At Crescent, you will have the opportunity to develop professionally, grow personally and have the flexibility to balance your life's priorities. Let's serve together. Let's power our communities together. Let's become THE industry leaders...together.

Crescent Electric Supply is an Equal Opportunity Employer. Candidates are subject to pre-employment assessments, Motor Vehicle Record review, criminal background checks, references check, and a post-offer drug screen.

Starting Pay at $17-20/Hour.

Join the Slumberland Furniture Team! Slumberland is a family-owned company, ranking within the top 20 for both furniture and bedding retailers in the nation. At Slumberland, you'll find a kind, friendly, and supportive environment that values love, dignity, and respect. We share a common goal of providing an exceptional customer experience and quality furniture for a great price!

Customer Experience Coordinator Job Highlights

* Up to 3 weeks of paid time off in your first year, plus 24 hours of PTO given on first day
* Full Benefits Package: Medical, Dental, Vision, and more
* 401K Retirement and Profit Sharing
* Tuition Reimbursement and Career Development
* DailyPay Available
* Free DashPass by DoorDash
* Generous Merchandise Discount

Customer Experience Coordinator Job Duties
The Customer Experience Coordinator focuses on customer care and supports the Slumberland Promise through both sales and operations functions to ensure an exceptional customer experience.

* Demonstrates with consistency the passion to provide best in class customer service by cultivating relationships, loyalty and uncompromised satisfaction
* Equipped and confident in utilizing effective communication techniques to engage, build rapport, inform, and entertain customers to assist in driving sales
* Real time decision making skills to balance customer expectations and handle complex customer situations
* Assist in store display and merchandising; support daily operations through merchandise maintenance and the flow of new furniture arrivals
* Assist store manager with the following as needed: interviewing, orientation, training and development, community engagement, bank deposits and other tasks as assigned
* Assist delivery teams with customer support in coordinating delivery and pick up activity

Customer Experience Coordinator Job Requirements

* High school diploma or GED; Post-secondary education preferred and/or supervisory experience
* General working knowledge of Microsoft Office and Outlook with proven success in office communication techniques
* Ability to prioritize tasks and demonstrate high level functioning in a fast paced environment
* Available to work a flexible schedule, including weekends, evenings and holidays

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled