Customer Engagement Supervisor

Our Customer Engagement Supervisors bring our purpose to life by playing a critical leadership role to lead, coach, and empower our remote team of Customer Engagement Associates and Agents to provide an excellent customer experience.

• Manage all department schedules
• Supports supervision of Associate Supervisors and leadership development
• Oversee Associate Supervisors completion of QA and manage QA workbooks
• Various report management in CRMA
• Owns various areas of business by attending applicable meetings and task management
• Reports on performance needs of department
• Manages reports tracking lead quality and opportunities for the business
• Conducts new hire interviews
• Drives New Hire Onboarding
• Develops training for new hires and department improvement
• Create tracking documents for all department needs for performance
• Support connecting with potential customers via phone, text, and email
• Multi-task by navigating several processes and programs while maintaining professionalism
• This position is based in Eagan, MN. 
  • Internal candidates can be considered for remote if not local to Eagan.

• High level capabilities with Excel, PowerPoint, and Articulate
• Solid understanding of Salesforce and report building

• Mastered previous positions or equal call center experience
• Experience developing and implementing training programs
• Ability to lead, develop, train, mentor, and empower a team.
• High level capabilities with Excel
• Weekend availability 
• Excellent communication skills

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine. 
 
For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.
 
Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• $$ Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success
• Giving at Marvin - join coordinated volunteer opportunities
• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.