Customer Experience Manager
1 week ago
Job Summary: We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Hilltop Holdings. As a key member of our customer service team, you will be responsible for providing exceptional customer service, leading a team of customer service representatives, and ensuring that our customers receive the highest level of service.
Key Responsibilities:
- Customer Service: Provide exceptional customer service to our customers, responding to their inquiries and resolving their issues in a timely and professional manner.
- Team Leadership: Lead a team of customer service representatives, providing guidance, coaching, and feedback to ensure that they are meeting our high standards of customer service.
- Process Improvement: Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
- Training and Development: Develop and deliver training programs to ensure that our customer service representatives have the skills and knowledge they need to provide exceptional customer service.
- Reporting and Analytics: Analyze customer service metrics and provide regular reports to management on customer service performance.
Requirements:
- Education: High school diploma or equivalent required.
- Experience: 3 years of experience in customer service, with at least 1 year of experience in a leadership role.
- Skills: Excellent communication and interpersonal skills, with the ability to work effectively with customers, employees, and management.
- Language: Bilingual with the ability to read, write, and speak English and Spanish preferred.
About Us:
Hilltop Holdings is a leading financial services company that provides a range of banking and financial services to individuals, businesses, and institutions. We are committed to delivering exceptional customer service and building long-term relationships with our customers.
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