Customer Experience Supervisor

Supervise and manage all aspects of the Customer Care team and workflows Provide direction and training to team members, fostering continuous improvement Maintain accurate customer records and update account information Resolve product or service issues by understanding complaints, identifying root causes, and providing prompt solutions Recommend potential products or services based on analysis of customer needs Prepare detailed product or service performance reports through data collection and analysis Handle customer calls as required, ensuring timely assistance and resolution Review TRSURD (Telecommunications Relay Service User Registration Database) submissions before approval for regulatory and company compliance Requirements Proficient in VRS (Video Relay Service) customer service and/or product knowledge Exceptional phone etiquette and communication skills Ability to troubleshoot and solve customer problems with patience and empathy Cultural awareness of the deaf community Proficiency in American Sign Language (ASL) required Strong listening skills Collaborative team-oriented approach Flexibility to accommodate varying work hours and days as needed Ability to sit, stand, and walk for extended periods (95–100%) Keyboarding for extended periods (40–60%) Viewing computer monitor, videophone, and cell phone for extended periods (40–60%) Ability to lift computers and other equipment Position may require some travel Core Competencies Demonstrates proficiency in VRS customer service and American Sign Language (ASL), with a strong focus on problem-solving, team collaboration, and customer satisfaction. Capable of managing workflows and training team members while ensuring compliance with regulatory standards. Highest-signal resume keywords VRS Customer Service American Sign Language (ASL) Customer Problem Solving Team Management Regulatory Compliance Hard Skills Customer Record Maintenance Data Collection and Analysis Product Knowledge Performance Reporting Troubleshooting Soft Skills Exceptional Communication Skills Patience Empathy Strong Listening Skills Collaborative Approach Industry Keywords Telecommunications Relay Service Customer Care Cultural Awareness of the Deaf Community Tools & Technologies TRSURD Videophone Computer Monitor Cell Phone #J-18808-Ljbffr Jobtailor