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Furnitureland South, Inc · 7 hours ago

Client Communications Specialist Supervisor

Jamestown, NC

Full-time

Onsite

Mid, Senior Level

3+ years exp

Furnitureland South, the World’s Largest Furniture Store, is seeking a skilled and proactive Client Communications Specialist Supervisor to join our Client Relations team. In this role, you will lead a team responsible for managing communication strategies with clients and ensuring high levels of client satisfaction.

Consumer GoodsReal EstateRetail

Responsibilities

Supervise and mentor a team of Client Communications Specialists, providing guidance, training, and performance evaluations to ensure excellence in client interactions

Develop and implement effective communication strategies and protocols to enhance client engagement, address inquiries, and resolve issues

Oversee the creation and dissemination of communication content, including emails, AI generated responses and live phone calls ensuring consistency with our brand voice and messaging

Manage complex or escalated client communications, resolving issues and providing high-level support to ensure client satisfaction and retention

Monitor and evaluate the effectiveness of communication efforts, providing feedback and recommendations for improvement to ensure high standards of client interaction. This may be done through random client satisfaction surveys

Generate and analyze reports on communication metrics, client feedback, and engagement trends, using insights to drive strategic improvements

Work closely with other departments and roles, especially the Case Initiators, Vendor Communication Specialists and Sales, to ensure cohesive messaging and address client concerns across various touchpoints

Draft clear, concise, and customer-friendly messages regarding case updates and resolutions

Adapt communication style to suit different client needs and preferences

Maintain a high level of professionalism and courtesy in all client interactions

Collect and analyze client feedback to identify areas for improvement in communication processes

Suggest and implement improvements to enhance client communication and satisfaction

Participate in ongoing training and development to stay current with communication best practices and AI advancements

Qualification

Communication StrategyClient CommunicationTeam LeadershipCRM SystemsMicrosoft Office SuiteEmpathyProfessionalismOrganizational Skills

Required

Bachelor's degree in communications, Marketing, Business Administration, or equivalent 3-5 years' experience in a Customer Service supervisory position in a call center or related field

Minimum of 3 years of experience in client communications or customer service, with at least 2 years in a supervisory or managerial role

Strong leadership, communication, and organizational skills

Ability to handle complex client issues with empathy and professionalism

Familiarity with communication tools and platforms, including CRM systems

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

Demonstrated ability to create and implement strategies that enhance client satisfaction and engagement