Service Excellence Coordinator

2 weeks ago


San Antonio, Texas, United States Parkerservices Full time

Customer Service Lead

Parkerservices is seeking a Customer Experience Lead for our renowned pet services platform.

Compensation: Competitive hourly rate based on experience.

Location: Remote (with plans for onsite work post-pandemic).

Employment Type: Direct Hire

Note on Availability: Candidates must be flexible to work on weekends, holidays, and adapt to varying schedules.

About Us: At Parkerservices, we understand the deep bond between humans and their pets. Our mission is to connect pet owners with trusted pet sitters and dog walkers globally. We foster a vibrant work culture that prioritizes personal growth, health, and joy.

Role Overview: As the Customer Experience Lead within our Customer Service Management Team, you will be a vital advocate for our customers, nurturing a sense of community among pet lovers. Your responsibilities will include mentoring and guiding a team of Customer Service agents, addressing inquiries, and resolving complex issues that require comprehensive product knowledge.

Key Responsibilities:

  • Serve as a dedicated customer advocate, ensuring exceptional service delivery.
  • Oversee and respond to customer inquiries, complaints, and requests promptly.
  • Collaborate with the Customer Service Management Team to manage service tickets and evaluate team performance.
  • Identify and communicate emerging trends in customer expectations to enhance service delivery.
  • Assist in developing or refining customer service policies based on feedback from customers and agents.
  • Handle escalated customer interactions and escalate concerns to management as necessary.
  • Investigate and resolve service-related issues to identify root causes.
  • Manage special projects or tasks as assigned by management.
  • Work closely with Learning and Development to facilitate training and onboarding for new and existing staff.
  • Conduct monthly quality assurance evaluations to maintain service standards.
  • Collect and analyze metrics to generate reports that inform company-wide analytics.

Qualifications:

  • Minimum of 5 years in Customer Service or equivalent educational background.
  • Strong verbal and written communication skills.
  • Bachelor's degree or equivalent experience preferred.
  • Familiarity with tools such as Confluence, Zendesk, TalkDesk, and Jira is advantageous.
  • Experience in a startup environment is a plus.

Benefits:

  • Comprehensive medical, dental, and vision insurance.
  • 401k plan with company matching.
  • Stock options.
  • Parental leave for all new parents.
  • Generous paid time off and holidays.
  • Stipend for pet adoption or rescue.
  • Work-from-home stipend during COVID-19.
  • Wellness benefits and home office setup subsidy.

Company Culture: We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Type: Direct-Hire

Category: Customer Service



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