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Customer Experience Manager
4 months ago
As a Customer Experience Manager in the waste industry, you will play a pivotal role in ensuring exceptional service delivery to both external clients and internal stakeholders. Your responsibilities will encompass supervising branch administrators, streamlining billing processes, and innovating to enhance overall customer satisfaction.
Reports to Chief Financial Officer
COMPETENCIES/SKILLS
Computer, financial systems, primarily Acumatica, and Paylocity, communication and organization skills
RESPONSIBILITIES
Supervise Branch Administrators:
o Lead and mentor branch administrators to ensure smooth day-to-day operations.
o Provide guidance on customer service best practices and effective communication strategies.
o Conduct regular performance evaluations and offer constructive feedback for improvement.
• Billing System Management:
o Maintain and update billing software / systems
o Monitor system performance and address issues promptly
o Stay updated on industry trends and technological advances to improve billing processes
o Assist in development of an efficient revenue accrual process
• Manage Billing Cycle Processes:
o Develop and implement standardized billing processes and procedures to optimize revenue collection and minimize billing errors
o Oversee the generation and distribution of invoices in a timely manner
o Ensure accuracy and completeness of invoices
o Maintain / Update sales tax rates in Acumatica ERP system
• Billing Dispute Resolution:
o Investigate and resolve billing discrepancies or disputes
o Collaborate with finance and accounting teams to resolve billing discrepancies and address customer inquiries.
o Implement efficient billing practices to optimize revenue collection and minimize billing errors.
o Coordinate preparation and approval of customer invoice credits
o Work with Corporate Accounting Staff and Branch Managers to collect past due invoices
• Enhance Customer Experience:
o Communicate effectively with clients regarding billing-related matters
o Identify opportunities to enhance customer satisfaction and loyalty through proactive engagement and personalized solutions.
o Implement feedback mechanisms to capture customer insights and address areas for improvement.
o Develop and maintain strong relationships with key clients to understand their evolving needs and preferences.
• Internal Customer Support:
o Serve as a liaison between front-line staff and management to ensure alignment with customer experience objectives.
o Facilitate cross-departmental collaboration to resolve customer issues promptly and effectively.
o Advocate for resources and training initiatives to empower employees in delivering exceptional service.
o Lead and motivate the billing team to achieve departmental goals
• Drive Operational Efficiencies:
o Analyze existing processes and workflows to identify inefficiencies and bottlenecks.
o Propose and implement process improvements to streamline operations and enhance productivity.
o Utilize data-driven insights to track performance metrics and measure the impact of operational changes.
PHYSICAL/ MENTAL REQUIREMENTS
May involve sitting for extended periods of time
Looking at computers screen long periods of time
Communication skills
Coaching skills
EEO/AA EMPLOYER/ VET/ DISABLED STATEMENT
TAS Environmental Services, LP is / Specialized Waste Systems provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law
TAS Environmental Services, LP is / Specialized Waste Systems recognized as a leading regional provider of Environmental Services. Our service offer includes Emergency Response, Industrial Cleaning, Waste Management and Midstream Services and Solutions. Our mission is to build unrivaled partnerships by being an invaluable safe resource to our customers through knowledge, collaboration, and the dedication of our people. We aim to deliver best-in-class performance across the business system while adhering to our core values and while owning the highest standard of ethical business practices.
Requirements: QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Proven experience in customer service management, preferably in the waste management or environmental services industry.Strong leadership skills with the ability to motivate and inspire a team.Excellent communication and interpersonal skills, with a customer-centric approach.Proficiency in Microsoft Office Suite and familiarity with billing software systems. Familiarity with Acumatica ERP system, a plusAttention to detail and accuracyAnalytical mindset with the ability to interpret data and make data-driven decisions.Knowledge of waste management regulations and industry trends is a plus.EDUCATION REQUIRMENTS
· Bachelor's degree in business administration, Management, or related field.
