Job Description
This position supervises teams of sales liaisons and customer experience specialists at Audio Enhancement, ensuring smooth transitions for customers in educational settings. Audio Enhancement supplies audio equipment and services to schools across the United States, helping thousands of educators improve classroom experiences through clear sound systems and technical support.
Audio Enhancement serves over 60,000 organizations worldwide with specialized audio products designed for education, partnering with schools to deliver reliable sound technology and ongoing training for classroom use.
Supervisors coach sales liaisons and specialists on handling customer inquiries, scheduling site visits in classrooms, conducting product demonstrations on audio systems, and providing training sessions on equipment setup. They use CRM software to track customer interactions, resolve escalation issues like installation problems, and report weekly KPIs to leadership for improving service metrics. Interactions occur with school administrators, sales teams, and external partners during events, requiring coordination to align product knowledge with customer needs.
Compensation includes competitive salaries, medical, dental, vision, HSA funding, PTO, paid holidays, short-term disability, life insurance, and a 401k with matching. Remote work options may apply based on role needs. Work involves early morning starts for site visits and occasional travel to customer locations, with professional development through team coaching sessions.
Responsibilities
- Provide supervision and coaching for Sales Liaisons and Customer Experience Specialists
- Maintain expectations for customer communication, responsiveness, professionalism, and on-site support delivery
- Facilitate skill-building in customer engagement, relationship management, product knowledge, and presentation
- Foster a collaborative, positive team culture aligned with company values
- Serve as a point of escalation for customer issues
- Collaborate with Customer Success Manager on complex challenges
- Monitor weekly reports and schedules
- Assist with monthly KPI meetings
- Provide updates to leadership on team performance, issues, risks, and opportunities
- Continue supporting customers in assigned territory
Requirements
- At least one year as a Sales Liaison or Customer Experience Specialist
- High school diploma or equivalent
- Strong communication skills
- Experience in customer-facing roles