Customer Experience Manager

4 days ago


Oswego, Illinois, United States CDR Companies Full time
Job Overview
Contact Center Supervisor with CDR Companies will assist remote agents as they answer customer inquiries, handle daily concerns and provide support. This role plays a vital part in maintaining high-quality customer service standards.

Key Responsibilities
1. Provide exceptional customer service
2. Guide Remote Agents when issues arise
3. Schedule weekly huddles with Remote Agents for coaching
4. Review agents' phone statistics to ensure goals are being met
5. Review and approve timesheets due on Friday evenings
6. Coordinate additional training if needed
7. Excellent interpersonal, communication (verbal & written) skills
8. Problem solver, trouble shoot client/agent concerns
9. Ability to multi-task work assignments in a fast-paced stressful environment
10. Must be able to work a flexible schedule, as needed
11. Hold the team accountable to Contact Center metrics
12. Proficient in computer applications and data entry skills.

About You
We are looking for a highly skilled Customer Experience Manager to join our team at CDR Companies. The ideal candidate will have experience working with customers over the phone, excellent communication skills, and the ability to work well under pressure. As a key member of our Contact Center team, you will play a vital part in delivering exceptional customer experiences.

Requirements
To be successful in this role, you must have:
1. Open availability (hours to be determined)
2. Experience in dealing with the public over the phone
3. Excellent verbal communication skills, including proper grammar
4. Ability to work with others in a close manner
5. Good computer and multi-tasking skills
6. Able to react effectively and calmly in emergencies
7. Able to maintain customer confidentiality, as needed
8. High school diploma or equivalent
9. Have a smartphone with the ability to download apps
10. Must submit to and pass a drug test and motor vehicle record check
11. Must submit to and pass a background check
12. Provide Form I-9 supporting documentation that proves your identity and eligibility to work in the United States

Benefits
This is largely a stationary position and employees must be able to remain in a stationary position for prolonged periods of time (more than 50% of the time). May be required to transport more than 10+ pounds and put onto shelves.

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