Full Time Springfield, VA Exp: 3+ yrs

Customer Experience Supervisor

Working with NECS

New England Chimney Supply (NECS) is a leading manufacturing company specializing in chimney venting systems. With over 14 years of experience, we take pride in providing high-quality products and exceptional customer service to our clients. We are currently seeking a positive, self-motivated individual to join our Customer Experience team who reflects our core values and commitment to excellence.

The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer experience team, ensuring that all customer inquiries are handled efficiently and with the highest level of excellence in service. This role requires strong leadership abilities, exceptional communication skills, and a deep commitment to fostering a positive and productive work environment.

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Job Outline

Role & Responsibilities
  • Oversee daily operations of the customer experience team, including task assignment and ensuring consistent coverage.
  • Assist with team coverage as needed by processing orders, answering phone calls, and supporting frontline customer interactions.
  • End of shift report to manager on what items were completed and advising of any incomplete tasks. Monitor performance (e.g., duration of phone availability, orders & quotes processed by deadline, timely and effective resolution of customer inquiries).
  • Generate and analyze customer experience reports and metrics.
  • Present findings and collaborate with the Customer Experience Manager to develop, implement, and enforce procedures and long-term strategies.
  • Motivate and support team members to achieve performance goals.
  • Foster continuous learning by providing coaching, feedback, and training to enhance team skills and service quality.
  • Conduct performance evaluations and implement corrective measures when necessary. Exhibit empathy and understanding in interactions with customers and team members, fostering a supportive and positive work environment.
  • Handle escalated customer issues and complaints with professionalism and empathy.
  • Proactively learning about our range of manufactured and distributed products to assist customers with their parts list for custom jobs and suitable substitutions if necessary, and support customer experience team members with product-related questions.
  • Other duties as assigned.
SKILLS
  • Positive attitude and willingness to learn and grow.
  • Strong verbal and written communication skills, with the ability to clearly convey information and instructions to both customers and team members.
  • Phone etiquette skills.
  • Excellent interpersonal skills and attention to detail.
  • Strong computer and typing skills.
  • Punctual and reliable, consistently arriving early and ready to start the day promptly at 7:30 am.
  • Able to take feedback and constructive criticism positively.
  • Comfortable working in a fast-paced environment with the ability to multitask.
  • Ability to provide training, mentorship, and constructive feedback to team members to foster their growth and improve excellence in service.
  • Demonstrates goal-setting abilities and a proactive attitude towards achieving personal and professional improvement.
  • Ability to follow procedures, guidelines, and policies with extreme precision.
  • Skilled at mediating conflicts within the team or between customers and staff, ensuring a positive outcome for all parties involved.
  • Ability to effectively manage and coordinate a team of customer experience representatives, ensuring that goals and deadlines are met.
  • Demonstrates strong decision-making skills in resolving complex customer issues and guiding the team through challenges
  • Ability to understand workflows and manage people to adjust the flow as needed.
Benefits
  • Health insurance
  • Dental insurance
  • 401(k)
  • Cumulative time off (CTO)
  • Paid holidays
  • Paid team events
Requirements
  • Minimum of three years of Customer Service experience.
  • Prior experience in a lead, supervisor or manager position.
  • Able to travel to Vermont headquarters for training and on occasion as requested, with travel expenses covered by the company.
  • Bilingual, with the ability to speak Spanish, preferred.
  • Prolonged periods of sitting and working on a computer.
Our passion at New England Chimney Supply is:

“To positively affect the lives of the people we come in contact with.”

We provide training and tools to help you become well-versed in our products and industry, enabling you to thrive in a fast-paced, multitasking environment.

If you are passionate about providing exceptional customer service and want to grow within a dynamic team, we encourage you to apply for this position. Join us at New England Chimney Supply and be part of our positive and supportive work environment!

Overview

  • Job Type: Full-time
  • Experience: 3+ years Customer Service
  • Location: In person, SPRINGFIELD, VA
  • Education: High school or equivalent
  • Schedule: Monday – Friday | 7:30 AM - 4:00 PM