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Customer Experience Director

2 months ago

Columbus, Ohio, United States Cologix Full time
About the Position:

Cologix is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our organization, you will be responsible for managing and scaling the Customer Experience function to deliver industry-leading standards.

Key Responsibilities:
  • Service order management of all customer orders to drive implementation efforts with the Operations team.
  • Documentation and timely management of all customer support requests.
  • Assisting customers through the onboarding process to provide the necessary tools and resources for a successful customer experience journey.
  • Addressing customer concerns and escalations by engaging internal resources to provide the best solution.
  • Notifying customers of maintenance and repair activities.
  • Prioritizing multiple workstreams to ensure timely delivery of customer expectations.
  • Coordinating and distributing customer communications for service interruptions or impairments.
  • Ensuring compliance of all security standards for Cologix data centers and its customers.
  • Contacting customers to obtain feedback and disseminating information to appropriate Cologix teams.
Requirements:
  • Reside in the Columbus, Ohio area with the ability to come onsite to the data center as needed.
  • Bachelor's Degree.
  • 2+ years' work experience.
  • A combination of education and experience is acceptable.
  • 3 years in a customer service role.
  • Knowledge of telecommunications and data center operations.
  • Ability to deal with ambiguity and quickly adapt to change.
  • Excellent written and oral communication skills.
  • Highly organized and detail-oriented.
  • Skilled at prioritization and Project Management.
  • Self-directed and able to take the initiative to complete tasks with little or no direction.
  • Strategic and proactive-minded.