Customer Service Supervisor

This role is based in our Orlando Office.We are seeking a detail-oriented Customer Service Supervisor to support customer interactions across all South Florida Ventures events, including our Beauty and US Boating portfolios.  In this role, you will focus on improving customer service technology, refining FAQs, and ensuring seamless omnichannel communication (phone, email, and chat).You will have a passion for leveraging technology to enhance customer service processes, ensuring attendees and exhibitors have a smooth and efficient experience. You will also prioritize developing tools and resources, such as integrated chat solutions and comprehensive FAQs, to improve customer engagement and satisfaction.Role Accountability and Duties:Customer Service Technology and Operations:Oversee the day-to-day operations of the Customer Service function across all South Florida Ventures events.Manage the customer experience inbox and omnichannel platforms (phone, email, chat), ensuring timely and effective responses to inquiries.Refine and maintain a comprehensive FAQ system to address common customer inquiries and improve self-service options.Support the integration and optimization of chatbot solutions to enhance customer engagement and automate routine inquiries.Leverage Salesforce Service Cloud and Genesys platforms to streamline workflows and improve customer service operations.Process Improvement and Innovation:Identify and implement process improvements to make customer service interactions more efficient and user-friendly for attendees and exhibitors.Collaborate on the adoption of AI technology to enhance customer service capabilities, improve response times, and streamline workflows.Develop systems to gather customer insights and feedback, enabling data-driven decision-making to continuously improve the customer experience.Collaboration and Stakeholder Engagement:Partner with internal teams (sales, event operations, marketing, education, registration, housing, etc.) to align on customer needs and areas of opportunity.Act as a liaison between customers and internal teams, ensuring accurate communication of customer needs and feedback.Collaborate with event operations to ensure accurate and effective communication of event information onsite.Performance Metrics and Reporting:Track and analyze key performance metrics to measure customer satisfaction and productivity.Monitor customer behavior and feedback to identify trends and formulate actionable recommendations.Report findings and insights to leadership, highlighting opportunities for continuous improvement