Contact Center Customer Experience Manager

Title

Contact Center Customer Experience Manager

HomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

HomeSafe Alliance is seeking a highly skilled and motivated Manager of Customer Experience responsible for aspects of customer relationships and leading a team of customer support supervisors and their care specialists. You will be responsible for ensuring resolution for all customer escalated service-related matters for each move with a goal of delivering exceptional quality and service.

This position will require understanding of requirements including Department of Defense regulations, service member entitlements, shipment documentation. This individual works closely with Customer Care representatives, Transportation Service Providers and Transportation Offices to proactively manage the relocation process.

Position Description

Reporting to the Director of Customer Experience, you will ensure an exceptional experience throughout the customer's lifecycle. Acting as our internal “voice of the customer.”

• Perform other duties as assigned
• Continually maintain a working knowledge of all services and requirements for processing customer orders.
• Serving as a subject matter expert, ensuring the voice of the customer is represented during prioritization and building of strategies identified through journey mapping.
• Leading a Customer Services team to deliver superior customer service, by satisfying key requirements of customers and key company stakeholders.
• Provides direction, guidance, and professional development to direct reports.
• Plans, directs, supervises, and evaluates workflow.
• Coordinates work activities to achieve the expected operational goals.
• Resolve complex problems and communicate solutions or requested information to the customer.
• May lead and train other customer service support staff.
• In partnership with the Director of Customer Experience, will assist in implementing changes required to improve the effectiveness of Customer Service procedures, processes, systems, and capabilities.
• Tracks progress, monitors team members' tasks, and ensures deadlines are met.
• Recognizes and recommends operational improvements.
• Be the “first face” of HomeSafe overseeing the day-to-day contact center operations: inbound calls/chat/email from customers, internal colleagues, and external partners.
• Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
• Provide leadership and coaching to assure that all employees succeed in meeting individual / team performance goals. (SLA’s, AHT, conduct 1:1, and team meeting cadences)
• Attend and participate in all team meetings.

Qualifications And Skills Requirements

• Experience managing direct reports in a multi-channel remote contact center environment.
• Manage multiple priorities, with the ability to work in a demanding environment.
• Able to learn modern technologies quickly and adapt to change.
• Demonstrates an elevated level of people skills, skilled at relationship building.
• Military move and/or relocation industry experience preferred.
• Strong and effective organizational, multi-tasking, and prioritizing skills.
• 5 years progressive customer service experience, preferred contact center
• Ability to manage difficult customers and staff positions and be able to solve problems.
• Leadership skills to manage and drive solutions; must be able to deliver sustainable results.
• Experience using a CRM, preferred NICE CXone
• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
• Bachelor’s degree or equivalent experience in lieu of degree
• Excellent written & verbal communication skills, patience, and empathy.

Additional Preferred Qualifications

• Bilingual
• Prior military move management experience.
• Experience using NICE CXone
• Schedule flexibility: Customer Care will operate 24 hours a day, 365 days per year, with multiple work shifts needed to include night and weekends.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment. Employee provided high speed internet is required.

Benefits

• Teladoc Medical Experts, second opinion program
• Family Support: Bright Horizons, child and elder care services
• TRICARE Supplement Plan
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Employee Support program
• Voluntary Benefit Plans
• Health and Wellness Programs
• Medical, Dental and Vision Insurance.
• Disability, Life and AD&D insurance
• And more!
• Travel Accident & Medical
• 401(k)

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits

• 401(k)
• Disability, Life and AD&D insurance
• TRICARE Supplement Plan
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Travel Accident & Medical
• And more!
• Health and Wellness Programs
• Voluntary Benefit Plans
• Family Support: Bright Horizons, child and elder care services
• Medical, Dental and Vision Insurance.
• Employee Support program
• Teladoc Medical Experts, second opinion program