Customer Engagement Supervisor

Job Description:

Customer Engagement Supervisor

Description

Summary

Minimum Starting Salary is $65,582.14 annually, depending on qualifications.

THE CITY OF WACO SEEKS:
A Customer Engagement Supervisor will 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.

MINIMUM QUALIFICATIONS:
Required:
H.S. Diploma or GED
3 years' 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.

ESSENTIAL FUNCTIONS:

• 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 offer 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 that 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.
• Assist 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 ensure they are resolved to the customer’s satisfaction.
• 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 ensure they are resolved to the customer’s satisfaction.

• Performs other related duties as assigned.
• Complies with all policies and standards.
• 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.

The City of Waco offers a complete benefits package for eligible employees including; health, dental, vision, Employee Assistance Program (EAP), Flexible Spending Accounts, life insurance, long term and short term disability, retirement, deferred compensation plans, holidays, vacation, sick leave, credit union and savings bonds.

To learn more about the benefits offered, visit our Benefits page.

Why Work For Waco:

• Meaningful and challenging work
• Make a difference and improve communities
• Competitive Salary and Benefits
  • Full Range of Benefits, including Health, Dental, Vision, Disability, and Life Insurance
  • Mandatory TMRS Retirement Plan with a 2:1 City Match
  • Education Assistance Program
  • Paid Parental Leave
  • Employee Assistance
  • Longevity Pay
  • And More!
• Chance to do work you are passionate about
• Desire to give back

Salary:

See Position Description