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Customer Experience Manager

2 months ago

Austin, Texas, United States Purple Communications Inc Full time
Job Description

**Job Summary:**

Purple Communications Inc is seeking a highly skilled Customer Experience Supervisor to join our world-class team. As a leading provider of communication services for the deaf and hard of hearing communities, we strive to deliver high-quality services with innovative products that break down communication barriers for our customers.

**Key Responsibilities:**

  • **Supervise Customer Care Team:** Oversee the daily operations of the Customer Care team, ensuring seamless communication with customers and internal stakeholders.
  • **Provide Training and Direction:** Develop and deliver training programs to enhance the skills of Customer Care team members, promoting excellent customer service and problem-solving abilities.
  • **Maintain Customer Records:** Ensure accurate and up-to-date customer information, facilitating efficient issue resolution and customer satisfaction.
  • **Resolve Customer Issues:** Analyze customer complaints, identify root causes, and implement effective solutions to resolve issues promptly and professionally.
  • **Recommend Products and Services:** Gather customer insights and analyze needs to recommend relevant products and services to management, driving business growth and customer satisfaction.
  • **Prepare Reports:** Compile and analyze customer data to generate reports on product or service performance, informing business decisions and strategic planning.

**Requirements:**

  • **VRS Customer Service Experience:** Proven expertise in VRS customer service and/or product knowledge.
  • **Excellent Communication Skills:** Strong verbal and written communication skills, with the ability to effectively interact with customers, team members, and management.
  • **Problem-Solving Abilities:** Demonstrated ability to analyze complex customer issues and develop creative solutions.
  • **Cultural Awareness:** Cultural awareness of deaf people and fluency in American Sign Language is preferred.
  • **Team Player:** Ability to work collaboratively with cross-functional teams to achieve business objectives.
  • **Flexible Work Arrangements:** Willingness to adapt to changing work demands and flexible work hours/days.

**Work Environment:**

Employees may experience the following physical demands for extended periods of time.

  • Sitting, standing, and walking %)
  • Keyboarding (40-60%)
  • Viewing computer monitor, videophone, and cell phone (40-60%)
  • Lifting computers and other equipment.
  • Position may require some travel.

**Disclaimer:**

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.

Purple Communications Inc is an Equal Opportunity Employer. Principals Only