Customer Experience Strategist

1 week ago

Utica, Michigan, United States CABVI Full time

Overview

CABVI, a not-for-profit agency providing comprehensive vision rehabilitation programs, seeks an experienced Customer Relationship Manager to lead customer service representatives in developing customer engagement and satisfaction for state, federal, commercial contracts, and service contracts.

The ideal candidate will have a strong background in customer service management, CRM systems, and team leadership. They must be able to effectively communicate with customers, colleagues, and management while driving process improvements and increasing customer satisfaction.

Job Description

  • Assist the Director of Customer Service with customer-related matters and serve as the primary point of contact during absences and vacation.
  • Receive and process sales orders, provide product expertise, and respond to customer inquiries in a timely manner.
  • Collaborate with fellow agencies to stay up-to-date on product knowledge and assist in monitoring inventory and reorder levels.
  • Engage with the customer service team to organize duties and ensure a smooth operation through division of labor.
  • Oversee remote customer service representatives.
  • Provide real-time support for handling customer interactions and attend to difficult-to-resolve customer complaints.
  • Support customer service team members with non-routine complaints and research to resolve major problems.
  • Showcase emotional intelligence leadership skills with effective communication and conflict resolution.
  • Monitor team and individual goals and drive the team to accomplish and exceed them.
  • Work with the Director of Customer Service to initiate continuous process improvements in operations and systems to increase customer engagement and satisfaction.
  • Initiate fully automated CRM processes to improve customer engagement and service satisfaction.
  • Support the training of new hires and team members, including CRM system training.
  • Supervise all facets of CRM systems and delivery to government and commercial customers.
  • Assist in creating, updating, and maintaining customer service and sales work procedures.
  • Authorize merchandise tracking, returns, and handle customer inquiries providing customer resolution.
  • Work with the Business Office to resolve invoicing and payment problems.
  • Drive new business by supporting new client and project growth.
  • Develop and manage a Quality Assurance Program to ensure customer satisfaction.
  • Ensure customers feel valued and supported by implementing quality assurance plans and conducting customer satisfaction campaigns.
  • Assist in developing sales campaigns with product managers/sales teams.
  • Build relationships with customers for new business development opportunities.
  • Collaborate with department teams to improve processes, maximize revenues, and enhance customer loyalty.

Requirements

  • Associate degree; bachelor's preferred in accounting, business, or related field.
  • Minimum 5 years' experience in customer service management with at least 3 years' experience working in CRM systems.
  • Strong leadership and team building capabilities with solid decision-making skills.
  • Ability to read, analyze, and interpret general periodicals, business accounts, and technical procedures.
  • Ability to write reports, business correspondence, and operational procedures.
  • Effective communication and interpersonal skills.
  • Patient and empathetic with social service communications skills.
  • Ability to train adaptive technology systems used by the blind and visually impaired.
  • Expertise with databases, spreadsheets, and word processing.
  • Knowledgeable regarding hardware and network concepts.
  • Excellent statistical and mathematical skills.

Benefits

CABVI offers a generous benefit package and a family-friendly work environment. The benefits include three health insurance plans, dental and vision insurance, a retirement benefit through a 403(b), paid time off, paid holidays, a fitness center, employer-sponsored life insurance, and many other employee-sponsored benefits.

CABVI is an Equal Employment Opportunity employer welcoming qualified applicants without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or any other legally protected status.

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