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Customer Experience Strategist

2 months ago

Hauppauge, New York, United States WSAudiology Full time

WSAudiology is a global leader in the hearing aid industry, dedicated to unlocking human potential by bringing back hearing for millions of people worldwide.

Our portfolio of technologies encompasses the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers, and diagnostics locations.

Key Responsibilities:

  • Evaluate and analyze all aspects of the customer experience to develop and engineer projects and business initiatives that enhance end-to-end processes impacting external and internal customers.
  • Provide extensive coaching and counseling to assist teams in meeting customer satisfaction, exceeding customer expectations, and building customer loyalty.
  • Develop and maintain training programs and their documentation for various Customer Support Service teams and external and internal customers.
  • Conduct feedback sessions with staff to gather information related to trends affecting customers and Customer Support Service teams.
  • Monitor the performance of Customer Support Service teams and develop methods for training and motivating them to achieve high performance standards.
  • Perform customer relation activities, including focus groups, customer interviews, follow-up, project management, and ad hoc analysis to identify and understand customer needs. Create business initiatives focusing on meeting those needs.
  • Report and track customer-facing Key Performance Indicators (KPIs) related to the Customer Experience. Provide summaries and action items regarding those KPIs to leadership and executive team members.

Requirements:

  • High school diploma
  • Full understanding of Contact Center training methods, including Delivery Methods, Customer Support, Quality Assurance, Soft Skills, and the ability to effectively articulate in various training environments.
  • Experience with CRM system preferred

WSAudiology is an equal opportunity employer, committed to providing a fair and inclusive work environment for all employees and prospective employees, without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person's ability to do the job or otherwise made unlawful by federal, state, or local law.