Customer Engagement Supervisor

Overview

The City Of Waco Seeks a Customer Engagement Supervisor to oversee and lead a team of customer engagement agents. This role is responsible for ensuring the team delivers exceptional experiences across all customer touchpoints. The Customer Engagement Supervisor will manage day-to-day operations, ensure effective engagement strategies, and continuously improve team performance to drive customer satisfaction, loyalty, and retention.

Salary:
Minimum starting salary is $65,582.14 annually, depending on qualifications.

H.S. Diploma or GED; 3 years of experience in customer service or customer engagement and 1 year supervisory or leadership experience.

Preferred:
Bachelor’s Degree in Business, Customer Service, Communications, or related field.

• Leads, motivates, and develops a team of customer engagement representatives to ensure high-quality service and support.
• Sets clear expectations and performance goals for the team, monitoring progress and providing feedback to ensure success.
• Conducts regular coaching sessions, performance reviews, and offers constructive feedback to enhance team skills.
• Collaborates with the Customer Engagement Manager to develop and implement strategies that foster positive customer relationships.
• Ensures consistent and proactive engagement across all customer touchpoints (phone, email, live chat, social media, etc.).
• Creates and oversees customer engagement campaigns designed to enhance customer loyalty and advocacy.
• Monitors team performance and metrics, ensuring key performance indicators (KPIs) such as response time, customer satisfaction, and issue resolution are met.
• Identifies and addresses potential bottlenecks or challenges in team workflows, implementing solutions to improve efficiency.
• Ensures effective handling of customer queries, complaints, and requests, escalating complex issues when necessary.
• Gathers, analyzes, and reports on customer feedback, utilizing insights to guide improvements in engagement strategies.
• Tracks customer sentiment and trends to anticipate customer needs and adjust engagement tactics as required.
• Works closely with other departments to ensure customer needs and feedback are communicated and addressed across the organization.
• Assists in the development of service improvements based on recurring customer feedback or issues.
• Ensures the team is equipped with the knowledge, tools, and resources they need to provide exceptional customer engagement.
• Leads onboarding and training sessions for new hires, ensuring they are aligned with company values and customer service expectations.
• Promotes continuous learning and encourages team members to stay updated on product offerings and best practices.
• Oversees the escalation process for complex or high-priority customer inquiries, ensuring timely and satisfactory resolution.
• Acts as the point of contact for escalated issues and ensures they are resolved to the customer’s satisfaction.
• Performs other related duties as assigned.
• Complies with all policies and standards.

Additional information:
Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff; maintains confidentiality of work-related issues and City information. Lives the City of Waco Values.