Job Description

The Customer Experience Manager will be responsible for the overall Customer call center(s) and customer experience. This role leads the Customer Experience team and drives top customer experience to increase customer satisfaction and loyalty. Specifically, this role leads the company’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Because this role balances direct customer support with team coordination and oversight the customer service team lead frequently serves as liaison between the company and its customers, working with sales, billing, operations and accounts receivable teams to drive repeat customers and help organizations meet profitability goals.

Reports To

Director of Customer Experience

• Leads the Customer Service team and call center, to drive increased customer satisfaction and loyalty.
• Lead and drive personnel needs of the customer service representatives including selecting, coaching, and training of employees.
• Suggests setting goals, compensation, and promotion decisions for the department to the Sales Director.
• Monitors and evaluates customer service performance. Identifies operational issues and process improvements and implements strategies to improve performance.
• Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
• Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
• Develop process for measuring competitive activity.
• Mentors Customer Service Representatives and provides guidance to continue growth in customer service organization.
• Compiles all customer service reporting requirements.
• Investigates and resolves escalated customer service inquiries.
• Assists Director of Business Development with support of sales team, growth and retention initiatives, as well as relevant project management.

Qualifications

• High School Diploma or GED

• Naturally positive, helpful and courteous person who likes to assist people with needs

• Demonstrate patience and attentiveness in all communication and interactions

• Comfortable working in a fast-paced, very active group environment
• Works cooperatively with team members to build a strong sense of camaraderie and teamwork
• Motivation to meet and exceed expectations
• Exceptional verbal and written communication skills
• Detail-oriented with strong organizational skills
• Ability to think critically and creatively in order to proactively and independently solve problems
• General math skills
• Maintain a positive and professional attitude and outlook with customers and coworkers
• Adhere to attendance and scheduling policies
• Excellent Microsoft Word / Excel / Outlook Software Skills

Physical Demands / Environmental Factors

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand and walk.
• Must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.