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Customer Experience Advocate
2 months ago
** Encon (CT)**
** Customer Experience Advocate (CXA)**
Stratford, CT 06615
The **Customer Experience Advocate** will contribute and fully execute projects within Customer Experience team. The perfect candidate is adept and enjoys evaluating processes and interactions through the lens of the customer to identify and implement changes to eliminate redundancies and negative customer experiences. Must exude an innate drive to be positive, approachable, and trustworthy to set a higher standard for employee morale with the knowledge and willingness to transform their energy into excellent customer experiences.
**Chosen candidate will be trained in house on Service Improvement and Unleashing Excellence Program.**
**Job Responsibilities**
* Manage incoming customer service concerns; track, monitor, and coordinate follow-up necessary for clients and employees until resolution and presents trends for improvement training to individual managers. Speak with clients and get their feedback.
* Administrator for Service Improvement Program (SIT). Actively involved with promoting Unleashing Excellence initiative; prepares necessary documents for all meetings.
* Administrator for monthly Focus on Success meeting. Schedule meeting and create slide deck presentation. Create key performance indicator boards with financial updates.
* Train all employees on the Unleashing Excellence Program, including onboarding training, continual educational classes, and real-time coaching.
* Conducts Unleashing Excellence CORE Tool #3 Service Mapping (Customer Journey Mapping) Sessions with each business unit and workgroup. Document the mapping sessions, including the groups findings, and create a map in UXPressia.com. Provide a written report of findings and recommendations for areas of improvementone map per group per quarter. Develop a plan to remove service obstacles and present it to the affected business unit or workgroup.
* Develop and implement an Encon University in-house training program to set a higher standard of customer service via phone skills, email communications, employ peer-to-peer communications, accountability coaching, and basic computer skills, i.e., Outlook, Word, PowerPoint, and other platforms.
* Improve or replace the existing survey program aimed at measuring customer satisfaction with several business units.
* Monitor Google Guarantee program for customer feedback and provide timely replies.
* Salesforce Administration; report creation and training on Salesforce for staff
**Required Skills & Experience**
* Bachelors Degree or Equivalent experience
* Proven success record with customer service through all manners of communication
* Excellent computer proficiency (MS Office - Outlook, Word, Excel, and PowerPoint)
* Effective time management skills and ability to manage multiple projects
* Critical thinking skills and good decision-making ability.
* Highly resourceful team-player with the ability to also perform independently.
* Salesforce
* Excellent verbal and written communication skills, including the ability to effectively communicate one-on-one or in front of large groups of people
* Training and presentation experience
**Desired Skills & Experience**
* CCXP - Certified Customer Experience Professional preferred
**Eligibility Requirements**
* Must be willing to work from office in Stratford, CT
* Employment/education will be verified.
* Applicants must be currently authorized to work in the United States on a full-time basis
* Encon is a drug free workplace and requires post-offer pre-employment drug testing.
**Physical Requirements**
* Must be able to lift and carry up to 15 pounds
**About Encon**
For over 50 years, ENCON has earned a reputation for raising the standard of excellence in the field and commitment to customer service. This dedication has made us Connecticuts premier mechanical contracting firm. ENCON is a premier design-build contractor specializing in delivering indoor comfort and energy solutions to commercial and residential clients throughout Connecticut, New York, and Rhode Island.
We specialize in the engineering, installation, and service of HVAC systems for all types of commercial projects and custom residential homes. On any given day we have more than 100 vehicles on the road with over 200 employees working diligently toward our goals.
Encon is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
