Client Experience Supervisor
The Cobblers
Miami, FL US
Posted ago
The Cobblers

The Cobblers is looking for a Customer Experience Supervisor in our Miami, FL office.

The Customer Experience Supervisor position is primarily responsible for overseeing the day to day operational task and serving as go-to for solutions with customer’s escalation. The main objective is to provide a unique customer experience via our omni channels and service quality.  An excellent Customer Experience Supervisor must have the ability to work as the liaison between the Customer, Retail stores, and Operational areas. The supervisor will work to maintain high customer satisfaction. 

The ideal candidate is looking for a company to build a career. With fast-growing e-commerce business and storefronts in So. Florida, The Cobblers continue to expand its footprint and to be recognized as the top company in the US. With planned local growth, plus growth in e-commerce, and beyond, the Cobbler’s team is excited about the future. Join our fun, family-spirited team to build a long-lasting career at a company that will continue to challenge, develop, and appreciate its Associates.

Responsibilities

  • Maximizes the potential for establishing and maintaining excellent long-term customer relationships by providing high quality, accurate, timely, polite, empathetic, and professional responses to customer questions, assistance requests, and concerns
  • Assures accuracy of customer database and documents all customer interactions in the customer relationship management (CRM) database
  • Manages team member assignments and activities in multiple channels including phone, email, and online chat
  • Maintains an effective follow-up system for all open and active inquiries to ensure a timely and conclusive response to the customers and reports trends to management
  • Ability to review KPI’s and coach as needed based on the information provided in daily reporting
  • Provide customers with information on products and create quotes

Qualifications

  • Technical support ability to manage resources and to diagnose and resolve customer issues
  • Ability to handle interpersonal problems between staff and accept the need to professionally resolve conflict
  • Ability to perform and train others on service issues including common problem diagnosis and basic customer support
  • Computer aptitude and willingness to learn to track KPI in order to constantly improve key metrics
  • Bachelor’s degree preferred
  • 5 Years of Customer Service/ Sales experience preferred
  • 5 Years of supervision for managerial experience
  • Energetic and driven to achieve goals
  • Able to work in a multifaceted, customer service-oriented team
  • Effective time management, organization and multi-tasking skills
  • Maintain professionalism, diplomacy, sensitivity and tact
  • Excellent people and customer service skills
  • Strong telephone skills/etiquette
  • Proficient in Microsoft Word and Excel
  • Experience using Zendesk, Odoo, Shopify or similar preferred
  • Strong written and verbal communication skills

Compensation
$18 - $22 hourly
About The Cobblers

The Cobblers is one of the fastest-growing companies in America. We are committed to delivering world-class restoration, repair, and cleaning services to high-quality leather goods and premium sneakers.


The Cobblers is a brand that represents new ways of thinking, creating innovative, circular processes for the development of our product-service offerings. Special items deserve a second life. We champion “revival and re-use” over the disposable and the replaceable. Pollute not. Waste Not. That's what we do when we bring your favorite shoes and handbags back to life.


Life at The Cobblers is about sharing responsibility and creating great work together. We take great pride in the many unique perspectives and expertise that our team brings to the table every day. We are committed to offering equal opportunities to all employees and welcome applicants irrespective of age, sex, race, ethnicity, disability. 

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