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Client Relations Manager

2 months ago

San Antonio, Texas, United States Parkerservices Full time

Customer Service Lead

Join Parker Services as a Customer Experience Lead

We are seeking a dedicated Customer Experience Lead to enhance our award-winning pet services platform. This role is essential in fostering a community-centric approach to customer service.

Key Details:

Pay Rate: Competitive (Dependent on Experience)

Location: Remote (with future onsite opportunities)

Employment Type: Direct Hire

Availability: Flexibility to work weekends and holidays is required.

About Us:

At Parker Services, we believe in the power of pets to bring joy and companionship. Our platform connects pet sitters and dog walkers with pet owners globally, creating a vibrant community of pet lovers. We prioritize a positive work environment that values growth, health, and team spirit.

Your Role:

As the Customer Experience Lead, you will be instrumental in mentoring and guiding a team of customer service agents. Your responsibilities will include:

  • Championing customer advocacy and delivering exceptional service.
  • Managing customer inquiries and resolving issues promptly.
  • Collaborating with the Customer Service Management Team to optimize ticket management and agent performance.
  • Identifying trends in customer feedback and communicating insights to enhance service protocols.
  • Handling escalated customer concerns with confidence and professionalism.
  • Conducting research to address service-related challenges effectively.
  • Overseeing special projects as assigned by management.
  • Partnering with Learning and Development to facilitate training for new and existing staff.
  • Completing quality assurance evaluations to maintain service standards.
  • Collecting and analyzing metrics to inform company-wide analytics.

Qualifications:

We are looking for candidates who possess:

  • A minimum of 5 years in customer service or relevant education.
  • Strong communication skills, both verbal and written.
  • A Bachelor’s degree or equivalent experience is preferred.
  • Familiarity with tools such as Confluence, Zendesk, TalkDesk, and Jira.
  • Experience in a startup environment is a plus.

Benefits:

Parker Services offers a comprehensive benefits package, including:

  • Medical, dental, and vision insurance starting the first of the month after your start date.
  • 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.

Join us in creating a positive impact in the lives of pets and their owners