Customer Experience Supervisor

Customer Care Supervisor

ZP Better Together is a pioneering communication services provider, catering to the diverse needs of the deaf and hard of hearing communities. Our commitment lies in offering innovative solutions like onsite interpreting services, video relay service, and video remote interpreting, aimed at breaking down communication barriers. At the core of our vision is the belief that every conversation matters, and communication access is a fundamental right.

As we continue to experience significant growth, we are seeking dedicated expertise to join our exceptional teams. The Customer Experience Team Supervisor role is pivotal in ensuring the delivery of high-quality services and maintaining our standard of excellence.

Responsibilities:

• Supervise and manage all aspects of the Customer Care team and workflows.
• Provide comprehensive direction and training to team members, fostering continuous improvement.
• Maintain accurate customer records and handle account information updates.
• Resolve product or service-related issues by understanding customer complaints, identifying root causes, and providing optimal solutions promptly.
• Offer recommendations for potential products or services based on thorough analysis of customer needs.
• Prepare detailed reports on product or service performance through meticulous data collection and analysis.
• Actively engage in handling customer calls as required, ensuring timely assistance and resolution.
• Review all TRSURD (Telecommunications Relay Service User Registration Database) submissions prior to approval, ensuring compliance with regulations and company standards.

Skills/Qualifications:

• Proficient in VRS (Video Relay Service) customer service and/or product knowledge.
• Demonstrates exceptional phone etiquette and communication skills.
• Ability to effectively troubleshoot and solve customer problems with patience and empathy.
• Cultural awareness of the deaf community and proficiency in American Sign Language (ASL) required.
• Strong listening skills and a collaborative team-oriented approach.
• Flexibility to accommodate varying work hours and days as needed.

Work environment:

Employees may experience the following physical demands for extended periods of time.

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, videophone, and cell phone (40-60%)
• Lifting computers and other equipment.
• Position may require some travel.

Join us in our mission to empower communication and make a meaningful difference in the lives of our customers. If you are passionate about delivering exceptional customer care and thrive in a dynamic, inclusive environment, we welcome you to be a part of our world-class team at ZP Better Together.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.

ZP Better Together, LLC is an Equal Opportunity Employer. Principals Only