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

• 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

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.

• VRS Customer Service
• American Sign Language (ASL)
• Customer Problem Solving
• Team Management
• Regulatory Compliance

• Customer Record Maintenance
• Data Collection and Analysis
• Product Knowledge
• Performance Reporting
• Troubleshooting

• Exceptional Communication Skills
• Patience
• Empathy
• Strong Listening Skills
• Collaborative Approach

• Telecommunications Relay Service
• Customer Care
• Cultural Awareness of the Deaf Community

• TRSURD
• Videophone
• Computer Monitor
• Cell Phone