Customer Experience Supervisor

Job Summary

We are seeking a highly experienced and detail-oriented Customer Experience Supervisor to lead our Customer Support team and oversee Title Fulfillment activities. This critical role ensures client satisfaction, maintains compliance, and drives operational efficiency across our Vehicle Records and Digital Titling products.

Responsibilities

• Team Leadership & Support: Oversee the Customer Support team, providing direct assistance and guidance to clients and support associates during escalated support calls.

• Customer Service & Issue Resolution: Provide outstanding customer service, efficiently research vehicle records, and conduct follow-ups to ensure satisfaction and issue resolution.

• Subject Matter Expertise: Serve as the Subject Matter Expert (SME) for DMV questions related to Vehicle Records and Digital Titling, obtaining technical information by working with various state agencies.

• Compliance & Quality Assurance: Ensure adherence to compliance standards and facilitate Title Fulfillment Center activities, including Receiving & Shipping Stations, to maintain quality control and process adherence.
• System Monitoring & Improvement: Monitor and report system issues, identify areas for enhancements, and escalate unresolved system issues to appropriate teams. Proactively seek opportunities to improve efficiencies in daily workflow.
• Training & Development: Facilitate system training to customers and team members. Collaborate with the Training & Development Specialist on the development of training modules and assessments.
• Stakeholder Engagement: Engage with external stakeholders to ensure smooth operations.
• Operational Excellence: Configure and set up internal devices to meet operational requirements, and manage phone system updates to maintain seamless communication.

Requirements

• Bachelor's degree is preferred.
• A minimum of 4 years of experience in technical and customer service roles, or equivalent skills.
• Proven leadership and management experience.
• Experience in DMV processes and procedures is required, with a preference for experience with multiple states.
• Experience with repossessions and dealer title work is a plus.
• Exceptional verbal and written communication skills.
• Strong customer service skills are essential to this role.
• A collaborative team player with a positive and proactive attitude.
• Strong multitasking abilities and excellent organizational skills.
• This is not a remote position - work location is in Santa Rosa, CA. Relocation package is available for a qualified candidate.

Benefits

• Choice of Kaiser or Aetna Medical plans
• Dental
• Vision
• Flexible Spending Accounts
• Voluntary Life Insurance
• 401k
• Company Paid Holidays
• Paid Time Off
• Compensation Range $100,000 - $130,000 Annually