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Customer Experience Supervisor

Company:  Exemplis
Department:  Customer Experience (CS)

US Cypress, CA, US, 90630 Tampa, FL, US, 33578

Position Summary:

With the fastest lead time in the industry, SitOnIt Seating® offer high-quality seating solutions that combine award-winning design with intelligent ergonomics. From healthcare to higher education, we’ve been the go-to destination for built-to-order seating since 1996!

To ensure we continue providing superior service, we are looking for a Customer Experience Supervisor, SitOnIt Seating® to help lead our growing team!  In this role, you will act as the role model for the team by demonstrating consistency, empathy, and outside the box thinking. You are perfect for this role if you take joy in small daily victories, love watching your team reach expectations of a 5-star organization and find energy in advocating for strong culture and values during the entire customer experience (CX).

Responsibilities and Essential Functions:

  • Oversee day-to-day operations of the SitOnIt Seating® contact center.
  • In partnership with our Manager of Training and Quality, support implementation of the best practices of a 5-star organization.
  • Train and retain team members that embody the Exemplis culture and values.
  • Coach team members to grow the knowledge and skills required to succeed in the CX career pathway by providing regular feedback based on metrics and shadowing sessions.
  • Recognize, reward and celebrate the success and accomplishment of team members.
  • Provide daily/weekly/monthly metrics to monitor team and individual performance. Implement CSAT and other VOC metrics.
  • Provide insight to CX leadership on team’s performance as well as customers feedback on experience. Assist team with Escalated issues as needed.

Qualifications, Skills and Education

Required Qualifications:

  • 3+ years of experience in call center or customer service position.
  • High School Diploma or equivalent 


Preferred Qualifications:

  • Bachelor’s degree preferred.
  • Supervisory experience a plus.
  • Retail or hospitality experience a plus.
  • Working knowledge of the furniture industry.
  • Strong understanding of Salesforce CRM and key elements that comprise the end-to-end customer experience.

About Us:

Exemplis is the fastest-growing office furniture and e-commerce company in the industry! We’re an entrepreneurial company offering infinite possibilities. Being a one-stop-shop means our customers can have everything they need to create exactly what they want. Our world-class customer service, fastest shipping, biggest textile program, and award-winning designs have made us the industry leader for over 25 years. Our SitOnIt Seating brand was created to give our customers what they want, how they want it, when they want it. Today, we’re constantly reimagining how space, textile, and design can help everyone—from medical offices to Fortune 500 companies to home offices across North America—get more out of their day.

People are at the core of our business, and on our team, everyone makes an impact. We absolutely owe our success to our incredible group of talented employees who bring equal parts skill, passion, drive – and of course, fun -- to the table each and every day. We have created a workplace that is inclusive and diverse -- where everyone can be their authentic self, and where that authenticity is celebrated. By creating an environment where people from every background can thrive, Exemplis becomes a better and more successful company.

We’re proud to be a company that gives back to the very communities that our team members live and work in. Our giving ethos focuses on three buckets of impact: sustainability, community outreach and transparent operations. From donating lobby seating to medical clinics in low-income neighborhoods—to our yearly giving week and toy drive for Toys for Tots – we believe collaboration, kindness and authenticity are essential to our humanity.

Exemplis is an Equal Opportunity Employer, and our company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national or ethnic origin, protected veteran status, disability status, or any other characteristic protected by applicable state or federal civil rights laws that is not related to job requirements.

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