Supervisor - Customer Experience

Hours: Monday through Friday, 8:00 AM - 5:00 PM

Compensation: $52,000 - 54,000 per year

The salary for this position reflects a variety of factors. Compensation will bedeterminedbased on the candidate’s geographic location, relevant experience, education, skills, and alignment with internal equity. Market conditions, budgetary considerations, and organizational compensation guidelines may also influence the final offer.

Make an Impact. Build a Career.

At Pace®, everything we do is built upon an unwavering commitment to making the world a safer, healthier place. Since 1978,we’vecontinued developing innovative practices that drive sustainability and empower our partners withaccuratequality data at every critical moment and milestone.

That’swhy we need you -- your curiosity, your talents, and your drive -- to help us advance this important work, and your career.

We’reseekinga client-focused, collaborative leader who is passionate about building strong relationships, delivering exceptional service, and supporting teams that help our clients and communities thrive. Ifyou’relooking to lead meaningful clientexperience workwhile developing people and improving processes, Pace® could be the perfect place for you.

Find Your Place at Pace®

Join us as aClient Experience Supervisor, whereyou’llmanage client relationships, support client satisfaction and retention, and provide oversight to the customer experience team. In this role,you’llserve as a key escalation point, partner across teams, and use client feedback and performance data to strengthen service delivery and support continued growth.

WhatYou’llDo

• Plan, organize, administer, develop, and evaluate the activities of assigned staff.

• Serve as the primary escalation point for clients by addressing needs and concerns promptly, professionally, and with a focus on long-term satisfaction and loyalty.

• Build andmaintainstrong client relationships through regular meetings, service reviews, and proactive follow-up.

• Oversee the client service team to ensure efficient and effective service delivery, while ensuring interactions align with company policies and standards.

• Support the Manager and Director of Client Experience, as well as local site initiatives and programs.

• Collaborate with internal teams to ensuretimelyand successful delivery of services and solutions.

• Collect and analyze client feedback toidentifyopportunities for improvement and implement necessary changes.

• Manage clientcomplaintand issue-resolution processes, escalating matters to appropriate stakeholders when needed.

• Prepare and present regular reports on client service performance, client satisfaction, and team performance as requested by leadership.

• Use data insights to support decision-making and continuous improvement initiatives.

• Partner with sales, marketing, and product development teams to help ensure client needs are understood and met.

• Represent the company at industry events, conferences, and client meetings as needed.
• Contribute to department effectiveness by offering suggestions and activelyparticipatingin team efforts.

• Promote and support the overall mission of Pace® bydemonstratingcourteous, cooperative behavior and fostering a positive workplace environment.

WhatYou’llBring

• Bachelor’s degree in business administration, chemistry, biology, or a closely related field.

• Eight (8) years of client services experience.

• Or an equivalent combination of education, training, and experience.

• Knowledge of principles, practices, and techniques for managing client relationships.

• Experience developing and implementing customer service programs, policies, and procedures.

• Ability to support team development, employee motivation, team-based management practices, and budget administration.

• Working knowledge of applicable industry laws, codes, regulations, and business systems related to the work.

• Strong communicationskills, including business writing, oral presentations, and professional interactions with diverse audiences.

• Ability to deliver high-level customer service, administer customer service functions, train staff, and support supervisors and employees with guidance and consultation.

• Strong judgment, initiative, discretion, professionalism, and the ability to build effective working relationships across teams.

Physical / Mental Requirements

• Ability to work in an office setting and use standard office equipment.

• Ability to sit for extended periods.

• Ability to lift and carry up to 10 pounds.

• Vision to read printed materials and computer screens.

• Hearing and speech to communicate in person and via telephone.

Working Environment

Work is performed in an office setting and may require travel.