Customer Experience Manager
6 days ago
Job Summary:
We are seeking a highly skilled and experienced Customer Experience Manager to lead our Call Center team at Paschal Air, Plumbing & Electric. As a key member of our management team, you will be responsible for driving customer satisfaction and loyalty through exceptional service delivery.
Key Responsibilities:
- Leadership and Development: Recruit, mentor, and develop a high-performing team of customer service representatives, fostering a culture of excellence and continuous improvement.
- Operational Excellence: Maintain a smooth and efficient workflow, prioritizing tasks and ensuring seamless communication across teams.
- Industry Expertise: Stay up-to-date with industry trends and best practices, applying knowledge to drive process improvements and enhance customer experiences.
- Performance Management: Oversee daily activities, monitor performance metrics, and provide coaching and feedback to team members.
- Collaboration and Communication: Work closely with internal teams to address customer needs, ensuring seamless communication and resolution.
- Process Improvement: Develop and implement procedures to enhance customer service, quality, and efficiency.
- Reporting and Analysis: Provide regular reports and insights to management, highlighting areas for improvement and opportunities for growth.
Requirements:
- Leadership Experience: Proven track record of leading high-performing teams and driving business results.
- Industry Knowledge: Strong understanding of customer service principles, call center operations, and industry trends.
- Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate with diverse stakeholders.
- Education: Bachelor's degree in Business Administration, Operations Management, or related field.
- Supervisory Experience: Proven experience in supervising and developing teams.
What We Offer:
- Competitive Compensation: Attractive salary and benefits package.
- Opportunities for Growth: Career advancement opportunities within a dynamic and growing company.
- Collaborative Culture: Join a team-oriented culture centered on customer satisfaction, employee engagement, and company growth.
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