Customer Experience Manager

6 days ago


Springdale, Arkansas, United States Paschal Air, Plumbing & Electric Full time

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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