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Lead Customer Experience Manager

2 months ago

Alpharetta, United States Landis+Gyr Full time
Job Summary

We are seeking a highly skilled and experienced Lead Customer Experience Specialist to join our team at Landis+Gyr. As a key member of our customer experience team, you will be responsible for providing day-to-day process leadership, technical expertise, and support to internal and external customers.

Key Responsibilities
  • Troubleshooting
    • Initiate, reproduce, and replicate issues associated with our products and services using various tools, applications, and techniques.
    • Monitor electronic devices, radios, and/or other hardware or software offerings as part of a data hosting customer agreement.
    • Utilize customer feedback to identify required changes to our products and communicate these changes to our Product Specialist group.
    • Assist with ensuring information is complete and accurate when raising issues to the next level of support.
  • Customer Service Management
    • Receive and resolve cases, incidents, problems, and service requests from internal and external customer inquiries by providing support via various channels.
    • Escalate issues in accordance with our Customer Support procedures.
    • Act as an escalation point for customers and log, track, and document all issues in our case tracking system.
  • Knowledge Base
    • Support and help create and review Customer Experience Knowledge Base articles.
  • Leadership & Expertise
    • Act as a Subject Matter Expert in one or more products, services, or technologies.
    • Provide process expertise, oversight, and training to team members.
    • Guide team members seeking assistance and maintain individual education plans with goals to achieve.
    • Suggest and ensure completion of preventative actions from lessons learned.
    • Train, mentor, and onboard new employees.
    • Act as an escalation point for the team and responsible for knowledge transfer for escalated incidents.
Requirements
  • Bachelor's degree in Operations Management, Computer Science, Computer Information Systems, Electrical Engineering, or equivalent experience.
  • Minimum 2-5 years of experience in customer service, technical support, or a related field.
  • ITIL Foundations Certification a plus.
  • Leadership, cloud computing experience, personal computer skills, proficiency with Microsoft Office Suite, keyboard/typing skills, ability to effectively communicate verbally and in writing, and data analysis skills.