Customer Experience Manager
4 weeks ago
Responsibilities
Supervise day-to-day operations of the Customer Service department, including creating weekly schedules and monitoring daily phone activity.
Recruit, interview, hire, and onboard new employees for the Customer Service team.
Communicate regularly with the Customer Service team to ensure an understanding of processes, procedures, expectations, goals, and training.
Evaluate and score live or recorded phone calls, providing feedback to employees during one-on-one meetings.
Analyze Customer Service data to prepare reports and identify trends.
Collaborate with other department managers and provide assistance as needed.
Adhere to all company policies, training material, and standard operating procedures.
Qualifications
High school diploma or equivalent
Minimum of 3 years of call center experience
Minimum of 5 years of management experience
Excellent verbal and written communication skills
Ability to resolve conflict in a professional manner
Strong leadership skills and the ability to motivate employees
Proficiency in Google applications and Microsoft Office Suite
Ability to work calmly under pressure and multitask while maintaining accuracy
Familiarity with VOIP phone systems
Understanding of the importance of customer satisfaction
Reliable transportation
Fluency in English; Spanish is a plus
Compensation
Competitive salary with potential for bonuses.
Benefits
Health, Dental, and Vision Insurance
Flexible Spending Account/Dependent Care Account
401K Retirement Plan
Paid time off
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