Supervisor - Customer Experience - Pace Analytical Services : Job Details

About UsPace Analytical Services Pace makes the world a safer, healthier place. Committed to advancing the science of businesses, industries, consulting firms, government agencies, and others, Pace offers local-level servicebacked by a national laboratory network. Through in-lab and emergency onsite services, Pace ensures our air, water, soil, and more are safe. Job Description SUMMARY: Responsible for managing client relationships, ensuring high levels of client satisfaction, and provides oversight to the customer experience team; plays a key role in retaining and growing our client base as well as growing and retaining their team members. ESSENTIAL FUNCTIONS:

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
• Serves as the primary escalation point of contact for clients, addressing their needs and concerns promptly and professionally while building and maintaining a strong, long-lasting client relationship to ensure high levels of satisfaction and loyalty.
• Conducts regular client meetings and reviews to assess satisfaction and address any issues or opportunities for improvement.
• Oversees the client service team to ensure efficient and effective service delivery and that all client interactions are handled in accordance with company policies and standards.
• Supports the Manager and Director of Client Experience as well as local site initiatives and programs.
• Collaborates with internal teams to ensure the timely and successful delivery of services and solutions to clients.
• Collects and analyzes client feedback to identify areas for improvement and implements necessary changes.
• Manages the process for handling client complaints and resolving issues effectively and efficiently; escalates client issues that cannot be addressed within the team to the proper stakeholders for resolution.
• Prepares and presents regular reports on client service performance, client satisfaction, and team performance; as requested by leadership.
• Uses data insights to drive decision-making and improvement initiatives.
• Works closely with sales, marketing, and product development teams to ensure client needs are understood and met.
• Represents the company at industry events, conferences, and client meetings as needed.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment. QUALIFICATIONS: Education and Experience:
  • Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND eight (8) years of client services experience; OR an equivalent combination of education, training, and experience. Required Knowledge and Skills Required Knowledge:
    • Comprehensive principles, practices, and techniques of managing client relationships.
    • Understanding of the development and implementation of customer service programs, policies, and procedures.
    • Principles and practices of developing teams, motivating employees, and managing in a team environment.
    • Principles and practices of budget development and administration.
    • Applicable industry laws, codes, and regulations.
    • Computer applications and systems related to the work.
    • Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.
    • Principles and techniques of providing effective oral presentations.
    • Principles and practices of program planning, development, and evaluation.
    • Principles and techniques of making effective oral presentations.
    • Correct business English, including spelling, grammar, and punctuation. Required Skills:
      • Performing and providing comprehensive professional-level customer service in a variety of markets.
      • Overseeing and administering comprehensive and varied customer service functions.
      • Supervising and evaluating employees and providing related recommendations.
      • Training others in policies and procedures related to the work.
      • Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.
      • Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.
      • Interpreting, applying, and explaining applicable laws, codes, and regulations.
      • Providing consulting services to supervisors and staff.
      • Preparing functionals reports, correspondence, and other written materials.
      • Using initiative and independent judgment within established organizational and department guidelines.
      • Using tact, discretion, and prudence in working with those contacted in the course of the work.
      • Performing effective oral presentations to large and small groups across functional peers and the department.
      • Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
      • Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work. WORKING ENVIRONMENT: Work is performed in an office setting. Work is subject to travel. Additional Information Benefits 80 hrs of paid vacation per year, 7 paid holidays per year, 2 floating holidays per year (prorated based on start date), 40 hrs paid sick time per year, paid bereavement leave (days based on relation to the employee), 8 hrs paid volunteer time per year, parental leave, medical, dental, vision, voluntary short-term disability, long-term disability, life insurance, voluntary supplemental life insurance, traditional 401k and ROTH 401k with a company match, HSA, FSA, employee referral bonus, employee assistance program, tuition reimbursement program, employee recognition program, voluntary ID theft coverage, voluntary legal coverage, voluntary accident insurance, voluntary hospital indemnity insurance, and voluntary critical illness insurance. Equal Opportunity Employer Pace provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Work Schedule Monday through Friday, 8:00 AM to 5:00 PM