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Customer Experience Manager - National

Company

RPC Company

Address Dallas-Fort Worth Metroplex, United States
Employment type CONTRACTOR
Salary
Category Oil and Gas,Consumer Services
Expires 2023-06-24
Posted at 11 months ago
Job Description

Customer Experience Manager – National


Are you looking for a Customer Service Manager opportunity in the DFW area where you can make an immediate, positive impact on the customer experience? If so, our client is looking for someone like you! The Customer Experience Manager ensures high customer satisfaction through the quality and efficiency of the customer care representatives and creates strong processes. The primary role of the department is to ensure that customers can easily engage with the company to better understand and use the services/product.


Responsibilities:

  • Work with Sales and Marketing teams to ensure the “voice” of the customer is being tracked, measured and managed and that, as a company, we are consistently delivering outstanding customer experience.
  • Oversee and manage all aspects related to customer service and will direct employees in the field to deliver a great, local and seamless, customer experience.
  • Oversees the development of a continuous stream of data to analyze, measure and evaluate customer behaviors and sentiments.
  • Develop and implement a roadmap of customer experience goals!
  • Work directly with the Sales and Marketing teams to ensure the “voice” of the customer is being tracked, measured and managed and that, as a company, we are consistently delivering outstanding customer experience.
  • Directly manage 5 – 7 Supervisors (each supervising 7 Customer Care Reps), an IVR / Workflow lead and a trainer)


Qualifications:


  • Strong verbal and written communications skills.
  • Effectively motivates team members to deliver on department goals.
  • Consistently delivers quality work with a strong customer-centric approach.
  • Strong experience in managing contact center solutions and in defining and measuring a range of relevant KPIs.
  • Excellent listening and presentation skills.
  • Understands and ensures compliance with company policies and procedures.
  • Has a friendly, proactive, “can-do” attitude with customers and colleagues and takes ownership to deliver the optimal customer experience.
  • Bachelor’s degree or comparable record of working in a Customer Operations role
  • 6-10 years working in a Customer Service role, with 5 plus years of managerial experience
  • Proficient with Microsoft Office Suite.