Customer Experience Supervisor

Pencor Construction

Customer Experience Supervisor leading and developing Customer Care teams at Blue Ridge Communications. Ensuring excellent service and fostering a supportive, collaborative environment for team growth.

Posted 5/23/2026full-timeLehighton • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Embrace our core values and consistently lead by example
Create an environment that encourages continual learning and development
Monitor the activities of representatives supporting our customers
Assist with evaluating representatives job performance and provide timely feedback
Ensure adherence to proper processes and procedures
Create expectations, provide formal and informal coaching and recognize success
Communicate with the team on a daily basis
Coach representatives to build problem-solving skills and work independently
Interact with customers on an as-needed basis, handling escalated customer situations
Address any performance issues in a timely manner with management
Communicate and escalate with internal teams and external vendors
Department scheduling and payroll
Collaborate with leadership and other department’s to meet evolving needs of our business
Process time off request, call outs and overtime request
Oversee inventory management of each location, including ordering new supplies when needed
Inspect the store’s physical appearance to make sure it’s clean and well-stocked at all times
Train employees on company policies and procedures
Manage employee’s performance by providing feedback, coaching and counseling when necessary
Conduct employee performance appraisals to ensure they meet company standard
Conduct interviews to identify talent to bring into our organization
Perform and monitor agents monthly
Ensure agents are held to expectations of job duties and performance
Other duties as assigned

Requirements

What you’ll need

High School Diploma or G.E.D
Established residency in Pennsylvania
Valid PA Driver's License and good driving record
Previous leadership experience preferred
Cash Handling Skills preferred
Strong Computer Skills to include Microsoft Office Programs and Outlook
Excellent Communications Skills – Oral and Written
Organization skills
Conflict Resolution Skills
Strong Time Management and Organizational Skills
Ability to multitask in a fast-paced environment while adapting changes
Ability to work as part of a team
Ability to perform duties while adhering to company policies and procedures
Ability to create solutions and implement changes which displaying innovation
Ability to work overtime when necessary
Ability to portray a professional, courteous and friendly demeanor at all times

Benefits

Comp & perks

Blue Ridge offers an impressive health insurance package to full-time employees
Paid time off
Tuition reimbursement
Employee referral program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

cash handlingMicrosoft OfficeOutlook

Soft Skills

leadershipcommunicationorganizationconflict resolutiontime managementmultitaskingteamworkproblem-solvingcoachingfeedback

Certifications

High School DiplomaG.E.Dvalid PA Driver's License