Consumer Experience Supervisor

La-Z-Boy • Monroe, MI

4d • Hybrid

About The Position

Oversees the complete consumer experience process and ensures the highest level of consumer satisfaction. Leads a team of customer service representatives and ensures the enhancement of the customer service process. The Consumer Experience Supervisor will be a brand ambassador focused on delivering an exceptional consumer experience. This position will work closely with the field service technicians, operations, Dayton service center, retail, residential, wholesale, and order support. Must thrive in a challenging and fast paced atmosphere where prioritizing and multi-tasking are the norm. Must be self-driven, customer focused, and able to make quick decisions with limited information. Exceptional attention to detail and organizational skills are mandatory.
SCOPE & IMPACT: Consumer Experience Supervisors provide customer service support for independently owned licensees, wholesale dealers, and retail-owned furniture galleries. Supervisors are responsible for the wellbeing of the customer from the time the service case is opened through completion of repair. This role is responsible for a team of 20+ CSRs.

Requirements

• Bachelor’s degree in Business, Communications or related field or 2-4 years of equivalent experience.
• Strong proficiency and experience in Microsoft Office Suite.
• Demonstrated capability in handling complex problems
• Ability to recognize issues, problems, and process improvements
• Self-motivated to solve problems, keep teams on track and the ability to adapt

Nice To Haves

• 5+ years of leading high-performing teams
• Experience leading remote workforce
• Call center experience
• Experience in multiple systems including E1 or RMS
• Located within 50 miles of Monroe, MI.

Responsibilities

• Manage the full post-sale consumer experience by leading a team of customer service representatives (CSRs), team development, and process improvement
• Create development plans for individual team members while driving specific task teams towards achievement of defined goals
• Recruit, hire, train, and develop a team focused on delivering a seamless consumer experience and being an ambassador for our brand
• Acts as a conduit for support and lead escalation specialist for assigned distribution center DMA
• Works with CSRs on handling escalated customer issues involving tact, discretion, persuasion, and negotiation.
• Identifies, develops, and implements process improvement opportunities to improve operating efficiencies.
• Leads special project teams to bring measurable results.
• Builds and maintains relationships with business partners.
• Participates in scheduled Market Sales Manager (MSM) and dealer calls and sends updates as required.
• Develops and defines process documentation, performance expectations, and reporting guidelines to ensure operational consistency.

Benefits

• Medical, Vision, Dental and Basic Life Insurance
• 401k retirement plan with company match of up to 6%
• Paid time off includes: 9-11 paid holidays each year, two weeks’ prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager