Customer Experience SupervisorProviding families and businesses with quality communication services is challenging yet rewarding. It takes teamwork, dependability, and innovation - all of which are instilled in Mosaic's core values. As the leading provider of local technology services, Mosaic is dedicated to providing high-quality, advanced, and affordable communication solutions. Our work improves the lives of those in our communities. Find out how a career at Mosaic Technologies can change yours.The Customer Experience Supervisor is responsible for achieving company unit goals by providing support, supervision and training to the Customer Experience Specialists and by participating in strategic marketing and sales planning sessions. The Customer Experience Supervisor plays a key role in providing excellent customer service and growing company revenue.This position is located in Cameron, WI, and requires full-time, on-site presence. Remote work is not available for this role.DUTIES & RESPONSIBILITIESSome of your duties may include:
- Lead, mentor, and manage a team of Customer Experience Specialists.
- Develop and implement strategies to achieve and exceed growth targets.
- Monitor and analyze sales performance metrics to identify areas for improvement.
- Conduct regular sales training and coaching sessions to enhance team skills and performance.
- Manage and report team metrics through call center and call queues.
- Monitor customer feedback and address escalated situations, ensuring an outstanding customer experience.
You'll also need to be able to:
- Continuously communicate with customers and co-workers
- Continuously work on computer-based programs
- Continuously see, hear, and listen
WHY MOSAIC TECHNOLOGIES?
- We've been connecting people via voice, video, and internet for over 65 years
- Our steady, strategic growth revolves around a commitment to quality
- We are a non-profit organization that truly puts the cooperative and customer first
- Safety is our number one priority for all positions
- Benefits including medical, dental, vision, 401(k), a generous amount of PTO, and discounted services that begin on day one of employment
WHY YOU?
- You want to do your best work with the best team
- You appreciate new challenges and evolving technology
- You pride yourself in exceeding expectations
- You want to drive key metrics and lead a team to success
- You believe that individual commitment to a group effort is key to success
- You want your work to make a difference
WHAT IT TAKES?
- Bachelor's degree in business administration, marketing, communications, or equivalent applicable experience.
- Minimum of 5 years of experience in sales and/or customer service.
- At least 2 years of experience in a supervisory role.
- Experience in telecommunications industry is a plus.
- Ability to understand and adhere to all job requirements and safety guidelines.
- Willingness to go above and beyond to provide the best customer experience.
Mosaic Technologies is an Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities. Mosaic Technologies is a substance free workplace; therefore, applicants must be able to pass a pre-employment drug screen and background check.