Job Description
Job Description Customer Experience Supervisor
We are seeking a dynamic and experienced Customer Experience Supervisor to lead a team of customer service professionals. This role is responsible for overseeing daily operations, ensuring high-quality service delivery, and managing key client relationships. The ideal candidate will bring strong leadership skills, a passion for customer satisfaction, and the ability to drive performance in a fast-paced environment.
Key Responsibilities:
- Collaborate with leadership to shape and implement a strategic vision for customer experience.
- Supervise a team of customer service representatives, ensuring adherence to service standards and operational guidelines.
- Train new hires and provide ongoing coaching to existing team members on policies, procedures, and best practices.
- Manage scheduling and task assignments to meet productivity targets and minimize overtime.
- Conduct performance evaluations and provide constructive feedback.
- Foster a customer-centric culture focused on delivering exceptional service.
- Oversee daily departmental operations and ensure tasks are completed accurately and efficiently.
- Support initiatives aimed at achieving service rate goals and other performance metrics.
- Address urgent, after-hours issues related to operations, purchasing, or customer needs.
- Monitor customer interactions to ensure quality and consistency.
- Keep the team informed of updates to products, services, and procedures.
- Analyze customer feedback and prepare reports on inquiries and complaints.
- Maintain and update procedural documentation.
- Identify areas for process improvement and recommend enhancements.
- Train team members on effective communication and problem resolution techniques.
- Investigate and resolve complex customer issues.
- Communicate with customers via phone and email.
- Coordinate product recalls and manage the process from initiation to resolution.
- Handle escalated incidents and ensure timely resolution.
- Collect and analyze customer feedback related to service quality.
- Oversee product exchange and return processes.
- Partner with leadership on customer service initiatives.
- Perform other duties as assigned.
Required Skills:
- Proven leadership and team management capabilities.
- Excellent communication skills, both verbal and written.
- In-depth understanding of customer service principles and practices.
Pay and Benefits
The pay range for this position is $16.00 - $16.00/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 Riverside,CA.
Application Deadline
This position is anticipated to close on Aug 28, 2025.
About Aston Carter:
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.
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.
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.