Director Customer Experience

4 weeks ago

Euless, United States Federation of State Medical Boards Full time

DESCRIPTION

We are seeking a dynamic and experienced Director of Customer Experience to guide FSMB customer service initiatives and deliver an exceptional customer experience across all business channels. This position involves developing and implementing strategies to improve customer satisfaction, maximize operational efficiency, and facilitates exemplary team performance. The Director ensures alignment with business goals, develops/improves customer support processes and protocols, manages KPIs, and works as an ally to the business units in fostering a customer-centric culture spanning all business areas.


FSMB is an EEO/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or status as a protected veteran.


KEY RESPONSIBILITIES:

Team Leadership & Management:

  • Develop and execute a customer service strategy that aligns with the company’s objectives and growth goals.
  • Mentor and guide customer service teams to ensure high performance and professional development.
  • Establish clear goals and KPIs for the customer service, regularly monitoring and reviewing performance.
  • Promote a customer-first culture that fosters engagement and loyalty.
  • Serve as a performance ally improves business units customer support functions

Operations Management:

  • Monitor daily customer service operations to ensure high levels of productivity, accuracy, and service quality.
  • Design and implement systems and processes that optimize workflow, reduce response times, and improve overall service delivery.
  • Establish and maintain standards for customer service, e.g., documenting operating procedures (SOPs) for consistency and efficiency across all service channels (phone, email, chat, social media, etc.).
  • Collaborate with other departments to ensure seamless customer interactions.

Performance Management:

  • Work collaboratively with business units to define and track key performance indicators (KPIs) to measure service levels, customer satisfaction (NPS, CSAT), and team performance.
  • Conduct regular analysis of performance data to identify trends, areas for improvement, and process enhancements.
  • Implement tools and technology to streamline internal processes and improve customer experience.
  • Report on customer service metrics and insights to senior leadership on a regular basis

Customer Experience Enhancement:

  • Work cross-functionally with other departments to address customer needs and enhance the overall customer experience.
  • Develop and maintain customer service standards to ensure consistent, positive interactions
  • Identify areas for process improvements and lead initiatives to increase customer satisfaction.
  • Monitor and assess customer feedback to continuously improve service quality.
  • Stay updated on industry trends and best practices to continually refine and enhance customer service strategies.
  • Utilize data from Zendesk to drive strategic decisions and improvements in the customer service function.

Training & Development:

  • Develop and implement training programs to ensure staff are proficient in using Zendesk and are equipped with necessary customer service skills.
  • Provide ongoing coaching and training to customer support staff and business unit managers
  • Stay updated on the latest trends and best practices in customer service technology and techniques.


QUALIFICATIONS:

Education: Bachelor’s degree required.

Experience:

  • 5+ years of experience in a customer service management role.
  • Experience with Zendesk (administration and reporting).
  • Proven track record of improving customer service processes and driving customer satisfaction.

Skills:

  • Strong leadership and people management skills.
  • Excellent communication and collaboration skills.
  • Ability to analyze and interpret data to drive decision-making.
  • Strong organizational and multitasking skills.
  • Proficiency with customer service metrics, KPIs, and reporting.

Technical Skills:

  • Proficient in Zendesk (including automation, customization, and reporting) or other customer service platforms.
  • Experience with other CRM and customer service tools is a plus.


Why Join Us?

  • Opportunity to shape and have a direct impact on the customer experience.
  • Work with a passionate and talented team.
  • Competitive salary and benefits package.


FSMB offers a hybrid work environment, which includes telework and on-site workdays. Physical presence at the office is an essential job function of this role which the FSMB deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

  • Customer Experience Director

    3 weeks ago

    Euless, Texas, United States Federation of State Medical Boards Full time

    Director of Customer Experience Job DescriptionWe are seeking a highly skilled and experienced Director of Customer Experience to lead our customer service initiatives and deliver an exceptional customer experience across all business channels. This role involves developing and implementing strategies to improve customer satisfaction, maximize operational...

  • Customer Experience Director

    2 weeks ago

    Euless, Texas, United States Federation of State Medical Boards Full time

    Director of Customer ExperienceWe are seeking a seasoned and results-driven Director of Customer Experience to spearhead our customer service initiatives and deliver an exceptional customer experience across all business channels. This pivotal role involves developing and implementing strategies to enhance customer satisfaction, optimize operational...

  • Director, Customer Experience

    3 weeks ago

    Euless, United States Federation of State Medical Boards Full time

    We are seeking a dynamic and experienced Director of Customer Experience to guide FSMB customer service initiatives and deliver an exceptional customer experience across all business channels. This position involves developing and implementing strategies to improve customer satisfaction, maximize operational efficiency, and facilitates exemplary team...

  • Customer Experience Director

    6 days ago

    Euless, Texas, United States Federation of State Medical Boards Full time

    Director, Customer ExperienceWe are seeking a seasoned professional to lead our customer experience initiatives and drive exceptional service across all business channels. This role involves developing and implementing strategies to enhance customer satisfaction, optimize operational efficiency, and foster a customer-centric culture.Key Responsibilities:Team...

  • Director Customer Experience

    2 weeks ago

    Euless, United States Federation of State Medical Boards Full time

    DESCRIPTIONWe are seeking a dynamic and experienced Director of Customer Experience to guide FSMB customer service initiatives and deliver an exceptional customer experience across all business channels. This position involves developing and implementing strategies to improve customer satisfaction, maximize operational efficiency, and facilitates exemplary...

  • Director Customer Experience

    3 weeks ago

    Euless, United States Federation of State Medical Boards Full time

    DESCRIPTION We are seeking a dynamic and experienced Director of Customer Experience to guide FSMB customer service initiatives and deliver an exceptional customer experience across all business channels. This position involves developing and implementing strategies to improve customer satisfaction, maximize operational efficiency, and facilitates exemplary...

  • Sales Associate

    5 days ago

    Euless, Texas, United States The Lovesac Company Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Sales Associate to join our team at The Lovesac Company. As a Sales Associate, you will be responsible for providing exceptional customer service, meeting sales goals, and maintaining a high level of product knowledge.Key ResponsibilitiesProvide outstanding customer service by greeting and...

  • Strategic Operations Director

    6 days ago

    Euless, Texas, United States Aradi Properties Full time

    Job SummaryThe Strategic Operations Director is responsible for overseeing the overall operational and financial performance of Aradi Properties. This includes effective financial management, staffing models, and customer service levels across all departments.Key responsibilities include managing budget and finances, overseeing daily operations, and ensuring...

  • Executive Director of Operations

    2 months ago

    Euless, Texas, United States PCRK Group Full time

    About the RoleWe are seeking a highly skilled and experienced Executive Director of Operations to join our team at PCRK Group. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our business, ensuring that we are meeting our goals and objectives.Key ResponsibilitiesLeadership and Management: Provide...

  • Executive Director of Operations

    2 months ago

    Euless, Texas, United States PCRK Group Full time

    About the RoleWe are seeking a highly skilled and experienced Executive Director of Operations to join our team at PCRK Group. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our business, ensuring that we are meeting our goals and objectives.Key ResponsibilitiesLeadership and Management: Provide...

  • Customer Service Representative

    2 weeks ago

    Euless, Texas, United States Domino's Pizza LLC Full time

    As a Customer Service Representative at Domino's Pizza LLC, you will be responsible for providing exceptional customer experiences. Your key responsibilities will include:Main Responsibilities:Greet customers and provide a positive, engaging experience.Take customer orders using our technology and Point of Sales System.Create a great customer experience by...

  • Customer Service Representative

    3 weeks ago

    Euless, Texas, United States Domino's Pizza LLC Full time

    Domino's Pizza LLC - 1101 N. MainAbout the Role:We are seeking a skilled Customer Service Representative to join our team at Domino's Pizza LLC. As a key member of our front-of-house team, you will be responsible for providing exceptional customer service and ensuring a positive experience for our guests.Key Responsibilities:Greet customers and provide them...

  • Customer Service Representative

    5 days ago

    Euless, Texas, United States Cox Communications Full time

    Job SummaryThe Customer Care Specialist I role at Cox Automotive is a dynamic opportunity for individuals who are passionate about delivering exceptional customer experiences. As a key member of our contact center team, you will be responsible for providing timely and professional support to our customers, ensuring their needs are met and exceeded.Key...

  • Customer Service Representative

    4 weeks ago

    Euless, Texas, United States Cox Communications Full time

    Job DescriptionThe Customer Care Specialist I role is a key position within our contact center, responsible for providing exceptional customer support and ensuring seamless experiences for our clients. As a Customer Care Specialist I, you will be the primary point of contact for our customers, handling inquiries, resolving issues, and providing solutions in...

  • Executive Director

    4 weeks ago

    Euless, Texas, United States Aradi Properties Full time

    Job Title: General ManagerThe General Manager is responsible for overseeing the overall operational and financial performance of Aradi Properties, ensuring effective financial management, staffing models, and customer service levels across all departments.Key Responsibilities:Oversee the management and daily operations across all departmentsEnsure stated...

  • Customer Service Representative

    7 days ago

    Euless, Texas, United States Domino's Pizza LLC Full time

    Main Responsibilities:As a Customer Service Representative at Domino's Pizza LLC, you will be responsible for:Greeting customers and providing them with a positive, engaging experience.Taking customer orders using our technology and Point of Sales System.Cleaning, preparing, and maintaining the front of the store to create a great customer...

  • Customer Service Associate

    2 weeks ago

    Euless, Texas, United States Circle K Full time

    Customer Service RepresentativeCircle K is seeking a Customer Service Representative to provide exceptional customer service and support to our customers. As a key member of our team, you will be responsible for:Key Responsibilities:Providing prompt and courteous customer service to ensure a positive shopping experienceRinging up sales on the cash register...

  • Customer Service Representative

    4 weeks ago

    Euless, Texas, United States Raising Cane's Full time

    About Raising Cane'sRaising Cane's is a fast-paced and fun work environment where we value our team members and provide opportunities for growth and development. As a Customer Service Associate, you will be an important part of our team, impacting all areas of the customer experience.Job SummaryWe are seeking a Customer Service Associate to join our team. In...

  • Customer Service Representative

    2 weeks ago

    Euless, Texas, United States Valor Intelligent Processing Full time

    Job Title: Customer Service RepresentativeJob Summary:We are seeking a highly motivated and customer-focused Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our commercial and public sector clients. You will handle inbound customer inquiries,...

  • Customer Service Representative

    6 days ago

    Euless, Texas, United States Raising Cane's Full time

    Key Responsibilities:• Provide exceptional customer service, ensuring all food orders meet our high standards.• Take orders from customers and process payments efficiently, maintaining a positive and welcoming atmosphere.• Maintain a clean and safe environment, adhering to proper safety procedures when handling and preparing food.• Collaborate with...