Customer Experience Supervisor
Badger Meter

Job Info

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Why Badger Meter?


Badger Meter is a leading global water technology company, with a mission to preserve and protect the world's most precious resource. For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient. Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!

Here at Badger Meter, we believe that our approach to diversity, equity, and inclusion is the very foundation of our success. Our commitment is reflected in our core values, where we strive to create an environment that celebrates differences, encourages innovation, and ensures that every voice is celebrated and appreciated.

We understand that a diverse team brings a variety of perspectives and ideas, which ultimately fosters creativity and excellence. Badger Meter provides opportunities for career growth and development for every employee by creating a supportive and inclusive workplace where they can make meaningful contributions while preserving the world's most precious resource.


What You Will Contribute:


Badger Meter is a leading provider of innovative flow measurement, pressure and water quality solutions for municipal water customers. Due to our continued growth, we are seeking a dedicated and experienced Customer Experience Supervisor to join our team. The successful candidate will play a key role in overseeing and enhancing the customer success operations, ensuring that our municipal water customers receive the highest level of support and satisfaction with their flow management, pressure and water quality systems. This position requires 50% to 75% travel and plays a critical role in proactively unlocking data to municipal customer decision making.

Essential Job Duties:

• Oversee the daily activities of the customer experience team, offering mentorship, guidance, and support to ensure efficient and effective service delivery for all customers.
• Develop and conduct onboarding and ongoing training sessions for team members to enhance their customer service skills and knowledge of company policies and products.
• Manage and resolve escalated customer complaints and queries promptly and effectively to maintain high levels of customer satisfaction.
• Create, document and implement customer success policies and procedures to uphold consistent service standards for internal and external customers.
• Monitor and evaluate team performance, provide constructive feedback and implement performance improvement plans as needed.
• Maintain accurate records of customer interactions, transactions, commitments, feedback and complaints for analysis and reference.
• Work with other departments to resolve customer issues and improve overall service delivery processes.
• Develop and execute strategies to enhance customer satisfaction and loyalty, driving continuous improvement in service quality.
• Prepare and present regular performance reports to management, highlighting key metrics, trends and area for improvement.
• Ensure all customer service activities adhere to company policies, industry standards and applicable legal requirements.

Education and Experience:

• Bachelor's degree in Business, Marketing or a related field is preferred.
• 5+ years of experience in a customer experience, customer service or related role.
• 2+ years of prior experience in a supervisory or lead role.

Qualifications:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office applications and customer service software/tools.
• Exceptional problem- solving and organizational skills
• Ability to travel 50-75% of the time across the United States
• Ability to perform well under pressure and effectively handle customer complaints.

Competencies:

• Collaboration: Work effectively with team members and other departments to achieve shared goals.
• Communication: Clearly convey information and expectations to team members and customers, ensuring mutual understanding.
• Initiative: Take proactive steps to improve processes and resolve customer issues.
• Accountability: Assume responsibility for team performance and customer satisfaction outcomes.
• Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.
• Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness.
• Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.
• Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.
• Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

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Target pay for this role is a base salary of $80,000- $105,000 + 6% Annual Bonus. Pay is based on experience and education.

Competitive Total Rewards at Badger Meter:

• Competitive Pay
  
• Annual Bonus
  
• Eligible for Annual Pay Increases
  
• Comprehensive Health, Vision, and Dental Coverage
  
• 15 days Paid Time Off + 11 Paid Holidays
  
• Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
  
• Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
  
• Educational Assistance - Tuition Reimbursement up to $5,250
  
• Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
  
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options
  

An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the "EEO is the Law" poster supplement at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

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