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Customer Experience Manager

2 months ago

West Columbia, South Carolina, United States AMAROK Inc Full time

About the Role:

The Customer Experience Manager is a key leadership position at AMAROK Inc, responsible for overseeing the daily operations of the customer support department. This role requires a strong leader who can coach, develop, and lead a team of customer support representatives to deliver exceptional customer experiences.

Key Responsibilities:

  • Supervise the daily operations of the customer support department
  • Lead, coach, and develop the customer support representatives
  • Optimize customer support processes to reduce cycle times and defects
  • Execute the digital transformation strategy to ensure efficiency and customer satisfaction
  • Provide tier 1 technical customer support to reduce customer downtime and control field operations cost
  • Set customer service goals for team members and help them reach those goals
  • Interact with customers and handle customer queries and complaints in a timely manner
  • Make weekly and monthly reports and customer support scorecards
  • Stay current on the latest industry trends and techniques

Requirements:

  • Leadership skills
  • Written and verbal communication skills
  • Problem-solving skills
  • Negotiation skills
  • A passion for customer excellence
  • Minimum 1-year efficient account receivable experience
  • Associates or bachelors degree in Accounting (preferred)
  • Ability to organize, prioritize, and multi-task in a fast-paced environment
  • Ability to work independently and within a team setting
  • Proficient in Microsoft Office, Excel, and other accounting software programs
  • Soft, yet direct interpersonal skills
  • Ability to remain professional at all times

Company Benefits:

  • Health Benefits (Medical, Dental & Vision)
  • Tuition Reimbursement Program
  • Short & Long-term disability
  • Life Insurance
  • Flexible Spending Account (Section 125)
  • Matching 401K retirement plan
  • Career advancement
  • Bonus opportunities
  • Generous PTO