Customer Satisfaction Supervisor

The Driveway Customer Satisfaction Supervisor is responsible for building, leading, and inspiring their teams to deliver an unparalleled customer experience post purchasing process.  This position will be responsible for reaching and maintaining exceptional Customer Resolution.  The Driveway Satisfaction Supervisor manages the activities of Driveway Customer Satisfaction Agents, and assists in their training, cross-training, and development.  

Location: Addison, TX

Pay Range: $50,000-75,000

Responsibilities 

• Directly manage a team of Customer Satisfaction Representatives, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction 

• Collaborate with other teams to align on key processes and ensure an excellent customer experience is being delivered to earn customers for life 

• Take ownership of customer requests and escalations, and tenaciously follow problems through to resolution 

• Be a change agent that will drive continuous optimization, standardization, and high performance 

• Establish, track, analyze, report, and optimize customer service performance based on quantitative measures focused on issue type and volume, response time, inefficient use of time, and staffing optimization 

• Understand priorities and manage staff workload to provide the highest level of support and responsiveness to customers 

• Manage account data integrity across CRM and multiple ERP systems 

• Additional responsibilities as needed 

Skills and Qualifications 

• Sense of urgency 

• Ability to see the bigger picture and think strategically 

• Record of identifying areas of process optimization and driving continuous improvement 

• Strong client-facing and communication skills 

• High School diploma or Equivalent   

• 3-5+ years of Customer Service Leadership 

• Exceptional written and verbal communication skills 

• Demonstrates success in partnering with other groups within an organization to put together best practices ensuring a united front to the customer 

Competencies 

• Does the right thing, takes action and adapts to change 

• Self-motivates, believes in accountability, focuses on results, makes plans, and follows through 

• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results 

• Thrives on a team, stays positive, lives our values 

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*  

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds 

• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing  

*Reasonable accommodations may be made to enable individuals to perform the essential functions.  

NOTE:  This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job.  While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.