Customer Experience Supervisor

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

The Customer Experience Supervisor is responsible for collaborating with team members to enhance overall customer satisfaction. Duties include overseeing the customer service team, improving the end‑to‑end customer experience, supporting representatives with guidance and training, and ensuring exceptional service at every touchpoint.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure excellent customer service delivery.
• Monitor and evaluate customer interactions to identify areas of improvement and implement necessary changes.
• Analyze customer feedback and data to identify trends and opportunities for process improvements.
• Collaborate with cross-functional teams to resolve customer issues and provide seamless customer experiences.
• Develop and maintain customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Assist management in setting call center goals by preparing reports and analyzing data.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule.  While being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

What you will bring:

• Bachelor’s degree in business administration, Marketing, or a related field.
• Proven experience in call center, customer service, or supervisory experience.
• Proficient with customer service software tools, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Ability to analyze data and generate meaningful insights.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Available to work a flexible schedule including weekends, early mornings, late evenings

Compensation Range: $68,000 

Compensation is based on individual factors, including skill set, relevant experience, and work location

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