Customer Service Supervisor

About the role

Furnitureland South, Inc is seeking a skilled and proactive Client Communications Specialist Supervisor to join its Client Relations team. The supervisor leads a team responsible for managing and enhancing client communications, ensuring messaging aligns with brand values and meets the needs of a diverse customer base. The role supports client satisfaction and the mission to provide world-class service.

Responsibilities

• Team leadership: Supervise and mentor Client Communications Specialists, providing guidance, training, and performance evaluations.
• Communication strategy: Develop and implement strategies and protocols to enhance client engagement, address inquiries, and resolve issues.
• Content creation: Oversee communication content, including emails, AI-generated responses, and live phone calls, ensuring consistency with brand voice and messaging.
• Client interaction: Manage complex or escalated communications, resolve issues, and provide high-level support to promote client satisfaction and retention.
• Quality assurance: Monitor and evaluate communication efforts and provide feedback and recommendations for improvement. This may include random client satisfaction surveys.
• Reporting and analysis: Generate and analyze reports on communication metrics, client feedback, and engagement trends, using insights to drive strategic improvements.
• Cross-functional collaboration: Work closely with other departments.

Key facts

• The role is part of the Client Relations team.
• The supervisor leads and mentors Client Communications Specialists.
• Responsibilities include managing complex or escalated client communications.
• The role includes reporting on communication metrics, client feedback, and engagement trends.