Customer Experience Leader

4 days ago

Washington, Washington, D.C., United States Colonial Parking Inc Full time
As a Customer Experience Leader, you will play a key role in shaping the future of customer experience at Colonial Parking Inc. You will be responsible for overseeing the daily business operations and management of the Remote Management Center (RMC), ensuring that our service levels and customer satisfaction goals are met. This is a fantastic opportunity to work in a multicultural environment with a friendly atmosphere and contribute to the success of our organization.

About Us
We are a leading provider of parking services, dedicated to helping people and companies thrive in a global environment. Our mission is to provide exceptional customer experiences while promoting employee growth and development.

What You Will Do
You will be responsible for creating a collaborative environment where all RMC associates have clear goals, are inspired to deliver their best work individually and as a team, and are effectively coached and developed to maximize their potential. You will oversee intercom & phone queue operations, including inbound call handling, call quality, and customer service standards. Additionally, you will mediate, respond to, and resolve escalated and highly sensitive Customer issues.

Responsibilities
  • Develop and implement policies and procedures to improve call center efficiency, productivity, and quality.
  • Monitor and analyze RMC performance metrics to identify areas for improvement and take corrective action as needed.
  • Train, coach, and mentor associates to improve their customer service skills.
  • Collaborate with cross-functional teams to develop and implement strategies to enhance the customer experience.
  • Develop effective relationships with business leaders and teammates, and a deep understanding of our business and culture.
  • Prepare and present reports on call center performance to senior management.

Requirements
This role requires a dependable, self-starter with advanced problem-solving skills and at least 2 years' proven management experience. A Bachelor's degree or equivalent work experience is preferred. Experience working with remote teams is a plus. You must be able to analyze data, identify trends, and make data-driven decisions. We offer a competitive salary, excellent benefits package, and opportunities for professional growth and development.

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