Customer Experience Operations Manager
2 weeks ago
We are seeking a skilled Customer Experience Team Supervisor to join our exceptional teams at ZP Better Together. This pivotal role is responsible for ensuring the delivery of high-quality services and maintaining our standard of excellence.
About the RoleThe Customer Experience Team Supervisor will supervise and manage all aspects of the Customer Care team and workflows, providing comprehensive direction and training to team members. The ideal candidate will have excellent communication skills, be able to troubleshoot and solve customer problems with patience and empathy, and demonstrate cultural awareness of the deaf community and proficiency in American Sign Language (ASL).
Key Responsibilities- Supervise and manage the Customer Care team, ensuring seamless delivery of services.
- Provide expert guidance and training to team members to enhance their skills and knowledge.
- Maintain accurate customer records and handle account information updates efficiently.
- Analyze customer complaints and provide optimal solutions promptly.
- Recommend products or services based on thorough analysis of customer needs.
- Prepare detailed reports on product or service performance through meticulous data collection and analysis.
- Engage with customers via phone calls as required, ensuring timely assistance and resolution.
- Review TRSURD submissions prior to approval, ensuring compliance with regulations and company standards.
- Proven experience in VRS customer service and/or product knowledge.
- Exceptional phone etiquette and communication skills.
- Ability to work collaboratively in a dynamic team environment.
- Cultural awareness of the deaf community and proficiency in American Sign Language (ASL) required.
- Strong listening skills and flexibility to accommodate varying work hours and days.
We offer a competitive salary range of $75,000 - $90,000 per year, depending on experience. Our benefits package includes medical, dental, and vision coverage, 401(k) matching, and paid time off.
LocationThis position is based in [location]. You will have the opportunity to work with a talented team and contribute to our mission of empowering communication and making a meaningful difference in the lives of our customers.
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