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Job Description
Summary
Minimum Starting Salary is $65,582.14 annually, depending on qualifications.
THE CITY OF WACO SEEKS:
A Customer Engagement Supervisor will oversee and lead a team of customer engagement agents. This role is responsible for ensuring the team delivers exceptional experiences across all customer touchpoints. The Customer Engagement Supervisor will manage day-to-day operations, ensure effective engagement strategies, and continuously improve team performance to drive customer satisfaction, loyalty, and retention.
MINIMUM QUALIFICATIONS:
Required:
H.S. Diploma or GED
3 years' experience in customer service or customer engagement and 1 year supervisory or leadership experience.
Preferred:
Bachelor's Degree in Business, Customer Service, Communications, or related field.
ESSENTIAL FUNCTIONS:- Leads, motivates, and develops a team of customer engagement representatives to ensure high-quality service and support.
- Sets clear expectations and performance goals for the team, monitoring progress and providing feedback to ensure success.
- Conducts regular coaching sessions, performance reviews, and offer constructive feedback to enhance team skills.
- Collaborates with the Customer Engagement Manager to develop and implement strategies that foster positive customer relationships.
- Ensures consistent and proactive engagement across all customer touchpoints (phone, email, live chat, social media, etc.).
- Creates and oversees customer engagement campaigns designed to enhance customer loyalty and advocacy.
- Monitors team performance and metrics, ensuring that key performance indicators (KPIs) such as response time, customer satisfaction, and issue resolution are met.
- Identifies and addresses potential bottlenecks or challenges in team workflows, implementing solutions to improve efficiency.
- Ensures effective handling of customer queries, complaints, and requests, escalating complex issues when necessary.
- Gathers, analyzes, and reports on customer feedback, utilizing insights to guide improvements in engagement strategies.
- Tracks customer sentiment and trends to anticipate customer needs and adjust engagement tactics as required.
- Works closely with other departments to ensure customer needs and feedback are communicated and addressed across the organization.
- Assist in the development of service improvements based on recurring customer feedback or issues.
- Ensures the team is equipped with the knowledge, tools, and resources they need to provide exceptional customer engagement.
- Leads onboarding and training sessions for new hires, ensuring they are aligned with company values and customer service expectations.
- Promotes continuous learning and encourages team members to stay updated on product offerings and best practices.
- Oversees the escalation process for complex or high-priority customer inquiries, ensuring timely and satisfactory resolution.
- Acts as the point of contact for escalated issues and ensure they are resolved to the customer’s satisfaction.
- Ensures the team is equipped with the knowledge, tools, and resources they need to provide exceptional customer engagement.
- Leads onboarding and training sessions for new hires, ensuring they are aligned with company values and customer service expectations.
- Promotes continuous learning and encourages team members to stay updated on product offerings and best practices.
- Oversees the escalation process for complex or high-priority customer inquiries, ensuring timely and satisfactory resolution.
- Acts as the point of contact for escalated issues and ensure they are resolved to the customer’s satisfaction.
- Performs other related duties as assigned.
- Complies with all policies and standards.
- Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff; maintains confidentiality of work-related issues and City information.
- Lives the City of Waco Values.
The City of Waco offers a complete benefits package for eligible employees including; health, dental, vision, Employee Assistance Program (EAP), Flexible Spending Accounts, life insurance, long term and short term disability, retirement, deferred compensation plans, holidays, vacation, sick leave, credit union and savings bonds.
To learn more about the benefits offered, visit our Benefits page.
Why Work For Waco:- Meaningful and challenging work
- Make a difference and improve communities
- Competitive Salary and Benefits
- Full Range of Benefits, including Health, Dental, Vision, Disability, and Life Insurance
- Mandatory TMRS Retirement Plan with a 2:1 City Match
- Education Assistance Program
- Paid Parental Leave
- Employee Assistance
- Longevity Pay
- And More!
- Chance to do work you are passionate about
- Desire to give back
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ABOUT THE COMPANY
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City of Waco
Show moreWaco is centrally located in the heart of Texas on the I-35 corridor midway between Dallas-Fort Worth and Austin. This progressive and diverse city with a vibrant community spirit offers major attractions, museums, recreation, and abundant shopping to more than 140,000 residents. Waco is the 25th largest city in Texas and the county seat of McLennan County.
Waco is not only briming with Texas history, economic opportunity, and a rich variety of cultural experiences, it is also a major seat of high learning within three major colleges in its city limits including Baylor University, Texas State Technical College and McLennan Community College.
The city is also the birthplace of Dr. Pepper, the Texas Ranger Hall of Fame Museum and the Texas Sports Hall of Fame. Waco boasts one of the biggest and best municipal parks in Texas, Cameron Park. While the park is located in the middle of downtown situated on the Brazos and Bosque River it hosts numerous races, triathlons, boat races and much, much more.
Governance and Organization
Waco is a home rule city with a council-manager form of government. The City Council is comprised of a Mayor, elected at-large, and five City Council members representing single-member districts, all serving two-year terms. The City Council sets the tax rate, approves the budget, appoints members to City boards and commissions, enacts City ordinances, and appoints the City Manager, City Attorney, City Secretary, and the Municipal Court Judge.
The City has a strong Financial Management Policy that guides the operation and delivery of quality City services, contributes to excellent AA+ and Aa1 bond ratings, and maintains an unassigned fund balance reserve in the General Fund equal to 28% of current year budgeted expenditures. The City of Waco has more than 1,600 employees and a total operating budget of over $400 million.
The City provides a full range of municipal services including a regional airport, animal services, building inspections, code enforcement, convention and visitors bureau, emergency management, housing and community development, economic development, fire, public health, library, municipal court, parks and recreation, planning, police, public works, Texas Ranger Hall of Fame Museum, utilities and zoo operations.
The City Council and City Manager are committed to the mission of providing exemplary municipal services for citizens and visitors in a collaborative and transparent manner while honoring the public’s trust. Waco values include providing excellent and innovative services, promoting equality and inclusion, focusing on teamwork, investing in people and always doing the right thing.
With the City of Waco, you will find our home; where everyone belongs and thrives as move forward together.
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