POSITION OVERVIEW:

The Customer Experience Supervisor, under the supervision of the Customer Experience Director, will oversee and assist team members in the performance of their daily job duties such as responding to customer inquiries and resolving issues or complaints. The Customer Experience Supervisor provides hands-on, active leadership for team members and will also be expected to manage high-profile accounts.

PRINCIPLE RESPONSIBILITIES:

Works as a key member of the Customer Experience leadership team that develops and maintains a strategic customer service vision.Manages a team of assigned customer service representatives and ensures compliance with company guidelines, particularly related to quality of service.Train new team members in the company’s customer service policies, procedures, and best practices, while also ensuring current team members are executing these policies, procedures, and best practices.Organizes and oversees work schedules and work assignments to ensure the department is meeting productivity goals and reducing overtime needs. (All overtime must be approved by the department Director.)Conducts team member performance evaluations in a timely and constructive manner.Maintains and supports the department’s ongoing priority of maintaining excellent customer-focused relations with all customers.Ensure all functions within the department are completed with accuracy, and in the most efficient and cost-effective manner.Coordinate the day-to-day operations of the department.Ensure success on any Customer Experience initiatives, including but not limited to the 98.5% Service Rate goal.Handles urgent, after-hours matters (e.g. Operational, purchasing, customer requests, etc.)Monitors and reviews calls and other correspondence between representatives and customers.Ensures that representatives are informed about changes to company products and services.Collects data and prepares reports on customer complaints and inquiries.Produces and maintains department procedural documentation.Identifies opportunities to update and/or improve customer service procedures and makes recommendations to the department Director.Train agents on how to adequately address problems over the phone and/or how to write correspondence.Investigate customers' complaints/problems and provide solutions.Communicate with customers via phone or email.Coordinate recalls with the Customer Experience team from start to finish.Handle major incidents that cannot be resolved by the Customer Experience SpecialistCoordinate requests for customer feedback pertaining to Customer Experience Specialist and customer service experience.Compile and print reports on overall customer satisfaction.Oversee the product exchange and return process.Works with the department Director on customer service initiatives.Performs other related duties as assigned.

REQUIRED SKILLS:

Strong leadership and team management skills, with the ability to motivate and guide a diverse team of customer service professionals.Excellent verbal and written communication skills.Extensive knowledge of customer service procedures and principles.Strong organizational skills and great attention to detail.Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.Strong interpersonal skills and ability to coach and mentor members of the team.

EDUCATION/EXPERIENCE:

High School Diploma or equivalent.Minimum 3-5 years in a customer service role, with at least 2

Pay and Benefits

The pay range for this position is $30.00 - $34.00/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Ontario,CA.

Application Deadline

This position is anticipated to close on Aug 27, 2025.

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\n\nAbout Aston Carter:\n

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

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The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

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