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Customer Experience Manager

2 months ago

Spokane, Washington, United States Parkerservices Full time
{"h1": "Customer Experience Lead", "p": "At Parkerservices, we're passionate about delivering exceptional customer experiences. As a Customer Experience Lead, you'll play a key role in shaping our customer service strategy and ensuring that our customers receive the highest level of support.

**Key Responsibilities:**

* Be an unwavering customer advocate with a commitment to offering World Class Customer Service
* Delegate and directly answer customer requests, questions, and complaints in a timely manner
* Work with the Customer Service Management Team in managing tickets and team member performance in customer service queues to monitor and improve agent efficiency and policy consistency
* Communicate emerging trends in customer needs and expectations to Customer Service Management Team
* Work with the Customer Service Management Team to create or revise customer service policies and protocols based upon customer and agent feedback
* Handle escalated customer contacts and confidently escalate concerns to your leader when appropriate
* Research and follow up on account or service problems to identify and solve the root causes
* Periodically manage special tasks or projects assigned by managers or other executives in the company
* Work directly with the Learning and Development to provide training and departmental onboarding to new and current employees that may need new skill development or refresher training
* Complete the monthly quality assurance evaluations
* Assist in the categorization and collection of metrics so as to produce meaningful reports and capture trends that contribute to overall company analytics

**Requirements:**

* 5+ years of Customer Service experience, or equivalent education or certification
* Strong verbal and written communication skills
* Bachelor's Degree or equal experience, preferred
* Experience with Confluence, Zendesk, TalkDesk, and/or Jira
* Startup experience is a plus

**What We Offer:**

* Medical/dental/vision insurance that kicks in the first of the next month following start date
* 401k + company match
* Stock options
* Parental leave for all new parents
* Paid time off (PTO) and paid holidays
* Generous stipend to adopt, rescue, or purchase a cat or dog
* Work-from-home stipend (during COVID)
* Wellness benefits
* Subsidy towards home office setup

**About Us:**

At Parkerservices, we're committed to providing exceptional customer experiences. We believe that every customer deserves to be treated with respect and care. As a Customer Experience Lead, you'll be part of a team that's passionate about delivering world-class customer service.

If you're passionate about customer experience and want to join a team that's dedicated to delivering exceptional service, we'd love to hear from you"}