Supervisor, Buyer Experience - Plano, TX

Supervisor, Buyer Experience - Plano, TX

Plano, TX, USA Req #1044 Friday, July 26, 2024

Supervisor, Buyer Experience

Plano, TX Hybrid (3 days in office / 2 days remote)

Must reside in the DFW area

Position Summary The Auction.com Customer Experience Team is seeking a high achieving and experienced Customer Experience Supervisor looking to grow with a fast paced, sales driven team.

This individual serves as coach, mentor and subject matter expert for an assigned team of Customer Experience Representatives.

The Customer Experience Supervisor will :

• Be responsible for supervising staff with a focus on the quality of customer interactions, increasing sales rate through listening skills combined with systems and asset knowledge.
• Support the team through mentoring, team building efforts and their individual growth, engagement and satisfaction.
• Act as an extension of management to maintain the expectations of knowledge, quality and sales rate established within the customer service department.

Success in this role will be driven by the candidate’s ability to :

• Foster innovative ideas and approaches
• Coach and drive a Customer Care Team to success in exceeding established goals
• Monitor all aspects of the customer experience
• Coach employees to top tier performance and ensure all company goals are met.

Responsibilities / Duties

• Implement effective strategies to continually increase knowledge, improve performance and quality and gain efficiency within the call center.
• Guide and coach assigned staff. Ensure team exceeds performance standards in sales, quality and customer rating.
• Create, maintain, and analyze data to identify trends sales and market trends. Implement steps to correct and improve call center quality and efficiency.
• Conduct periodic training with staff to ensure compliance and understanding of departmental procedures and goals.
• Ensure staff is providing a professional and timely response to all customer / client inquiries in accordance with the company’s policies and procedures utilizing the Company's telephony and CRM systems
• Maintain current knowledge of registration and bidding process, closing procedures, contract procedures, foreclosure bidding and sales and all other company products.

Knowledge, Skills and Abilities

• Strong sales leadership and organizational skills.
• Excellent verbal and written communication skills.
• Proven negotiation skills and ability to develop and achieve aggressive results.
• Ability to work independently on assigned tasks and accept direction on given assignments.
• Proven ability to lead a team to success of measured sales and quality interaction goals.
• Possess exceptional interpersonal communication skills.

Education / Experience

• Bachelor's degree and / or combination of education and related experience.
• Minimum of 3 to 5 years of supervisory experience in a customer experience, real estate sales or loan origination environment.

What's in it for you :

Competitive pay, professional experience for your resume, a unique working environment (no office!), regular training opportunities for professional growth and development, employee recognition program, employee referral program, and eligibility to participate in the Auction.

com 401k program. We also offer a competitive Travel Pay Policy to help compensate for personal vehicle usage, when applicable.