Aventon is hiring a
CX Supervisor

Summary

Join Aventon as a Customer Experience Supervisor to manage our growing team by coaching, developing, and leading the sales support, product support, and B2B support teams. This hybrid remote role requires 3 years of customer service experience in a call center or retail environment and offers an annual salary between $66,560 - $68,640.

Requirements

• Minimum of 3 years’ customer service experience in a call center or retail environment
• Strong leadership skills, including leading by example and displaying a positive and professional attitude
• Ability to communicate appropriate feedback, information, and directions both orally and in writing
• Demonstrated ability to handle a cross-section of duties and responsibilities (including possible cross-section of projects and metrics) simultaneously
• Superior personal quality monitoring scores and productivity
• Good organizational skills, including multi-tasking and prioritization in a fast-paced work environment
• Thorough understanding of call center technology and internal applications
• Strong customer service skills

Responsibilities

• Coach and develop teammates through day-to-day interactions, customer feedback, and call audits
• Align with the Senior Customer Experience Manager to assess team and individual performance using available reports; document performance coaching sessions
• Resolve customer and teammate escalations
• Identify skills/knowledge gaps and training needs for both new hires and recurrent training
• Own the continuous improvement process related to our content library and continuously expand our internal resource guides for the team
• Work with the technical team to build out workflows, troubleshooting guides, etc. for all identified issues brought up by customers
• Regularly review Zendesk to find issues that have not been documented and escalate this to the content team for development
• Assist the Senior Customer Experience Manager in setting targets and goals to drive customer experience; track KPIs and ensure that the department is meeting its scheduled goals
• Understand business lines to include all service options and sales opportunities
• Ability to follow procedures and guidelines and communicate the same to all teammates
• Participate in the recruitment of new call center teammates
• Organize training sessions regularly to ensure teammates remain up to speed with Customer Experience objectives and processes
• Submit regular reports to management and seek new ideas and strategies to improve performance in the department

Benefits

$66,560 - $68,640 a year