Customer Experience Manager

1 week ago


Lubbock, Texas, United States Hilltop Holdings Full time
Job Description

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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