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Customer Experience Analytics Manager

3 months ago

West Palm Beach, United States Storage Rentals of America Full time
Job DescriptionJob Description

Become the newest member of our exciting team at SROA Capital as we redefine self-storage

SROA Capital is a vertically integrated private equity real estate and technology platform. Our success is driven by a focused strategy of investing in self-storage on behalf of our principals and partners under the brand Storage Rentals of America. Currently, our portfolio comprises over 667 self-storage facilities totaling over 22 million square feet.

At SROA, we offer a career and opportunity to grow. We strongly believe in growing our talent and promoting within. We are proud to be honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel.

Job Description:

  • Serve as a department liaison with internal customer groups (Field Operations, Marketing, and Technology) to ensure company synergy and 360-degree alignment.
  • Oversee the Customer Care and Customer Review programs, including BBB, Reputation.com, and social media platforms.
  • Gather, analyze, and disseminate customer and process data to improve customer experience and share appropriately across the organization.
  • Handle and resolve customer requests and complaints over various platforms the organization utilizes, partnering with organizational leaders for resolution and customer response, including, when necessary, handling calls, chats, or escalations.
  • Aid in product design and product development within department system tools that impact the customer experience including Call Potential, Sitelink, Intercom, and Jira.
  • Use customer experience data and findings to design customer experience improvements and opportunities that will impact the organization’s KPIs.
  • Oversee Jira Ticket Process to ensure SLAs are met or exceeded and that continual process improvement initiatives are determined
  • Oversee, build-out, and drive the department's Quality Program to ensure that it aligns with the department's Customer Experience expectations
  • Manage the department's Live Chat program to ensure effective processes and procedures are in place to ensure a positive customer experience
  • Create reports for Attendance and Punctuality and monitor vacation calendar and payroll for Call Center employees.
  • Work with department peers and leaders in supporting hiring, training, coaching, and leading Call Center representatives as they provide customer support.
  • Serve as a leader of the Employee Engagement committee and address actions needed based on results from the department Employee Engagement survey and Town Hall initiatives.
  • Manage additional projects that advance the call center's strategic goals.

Qualifications:

  • 3+ years in a similar role within a Customer Service Department.
  • Experience analyzing and optimizing the existing data and processes in a Customer Service environment.
  • High level of Microsoft product knowledge. Proficiency with the necessary technology, including software applications and phone systems.
  • Working knowledge of Social Media platforms including Meta programs.
  • Experience working with brand image and promoting value through customer experience.
  • Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills with diverse groups. Strong coaching and leadership skills, ability to motivate employees.
  • Ability to manage multiple projects and prioritize.

SROA Offers:

  • Competitive pay with bonus potential
  • Zayzoon – on demand pay option
  • 100% paid medical options for employee only coverage
  • Dental and vision plans for optimal care
  • Paid holidays
  • Generous Paid Time Off (PTO) to recharge and relax, increasing with years of service
  • Paid Maternity and Parental Leave for growing families
  • 401(k) with a substantial employer match and 100% immediate vesting
  • Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
  • GAP Insurance for added financial protection
  • Employer-paid Life Insurance and Long-Term Disability (LTD) coverage
  • Storage Discounts to help you declutter and organize
  • Access to Voluntary Benefits for personalized coverage
  • Learning and development opportunities to maximize your potential, empowering you to excel in your career
  • Experience a great culture that values collaboration, innovation, and inclusivity

SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility.