Senior Client Satisfaction Supervisor- Tier 2 Support

General Summary

The Tier 2 Client Satisfaction Supervisor oversees the daily functions of the Tier 2 support team. This
role is responsible for all high level technical escalation. Develop procedures and workflow in regards to
new Mood products and services. Determine best work practices to ensure all clients are provided with
top tier service.

Primary Responsibilities:

 Promote and assist the team in providing top tier technical service
 Collaborate with Mood teams and Mood clients on creating connectivity and screen monitoring
processes for clients who have special monitoring requirements
 Offer support and guidance to potential or existing Mood clients regarding support processes for
Visual Support or related products
 Create internal procedures for new Mood products and services
 Monitor the call queue and email ticket system to ensure all Visual Support and Tier 2 emails are
worked in conjunction with pre-defined service levels for the Client Satisfaction Department.
 Act as a subject matter expert and serve as an escalation point for agents in difficult or unique
situations
 Maintain harmony among workers and resolves grievances
 Perform staff supervisory functions including: Work planning and employee scheduling, Monitor and
resolve on-the-job problems, set and maintain appropriate performance standards, interview and
make the selection of new employees; create first line performance evaluations, resolve employee
concerns; perform disciplinary counseling and performing terminations.
 Accurately document the agent issues register for issues reported, root cause analysis, and
resolutions taken
 Identify trends (both positive and negative) and develop action plans to rectify all customer
grievances
 Maintain a strong working knowledge of company policies and create new SOP’s when needed
 Create Training documents and perform New-Hire or developmental training initiatives for the Tier 2
team members
 Validate attendance records & enforce attendance policy
 Provide customer specific reporting via Mood Control Sites
 Run SLA and Agent reports from Zeacom Reporting Tool, Email tool, and Oracle BI as needed
 Other duties as assigned

Working Relationships:
Internal: Dispatch, Sales, Admin/Billing, Credit and Collections, Project Management, Client Relations,
Premier Service Manager
External: Corporate/customer contacts, regional offices, and DMX affiliates.

Qualifications:

Job Description – SR Client Satisfaction Supervisor

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions. Individual must have above average Excel skills and above average written and verbal
communication skills. Individual must have strong ability to learn new processes quickly.

Education/Experience:
 Graduation from an accredited high school or equivalent
 At least six months in a Mood Client Satisfaction Supervisory role
 Advanced knowledge of Mood Client Satisfaction SOPS & Products

Knowledge/Skills/Abilities:
 Strong leadership skills and the ability to resolve escalated service situations
 Proven decision making skills and the ability to manage difficult situations
 Detail-oriented with strong verbal and written skills, including exceptional listening and follow up
skills
 Ability and willingness to transfer knowledge to team members and others in the organization
 Ability to interact with all levels of employees
 Ability to interact with executive level clients
 Strong problem solving ability
 Advanced knowledge of Oracle, Zeacom, Ticketing software, & Microsoft Office products

Physical Demands
The physical demands described here are representative of those for a general office setting that must
be met by and employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.

Remarks
Management has the right to add or change duties and job requirements at any time. Incumbents may
be required to follow any additional related instructions, acquire related job skills and perform other
related work as required. In addition, the employer may consider whether the individual applying for or
holding the position is qualified. There are two steps involved in this determination. The first concerns
whether the application or current employee satisfies the prerequisites for the position. The second step
involves whether or not the person can perform the essential functions with or without reasonable
accommodation.

This job description should not be construed to imply that these requirements are the only duties,
responsibilities, and qualification for this job, Incumbents may be required to follow any additional
related instructions, acquire related skills and perform other related work as required.

Job Description – SR Client Satisfaction Supervisor