Summary
The Customer Experience Manager (CEM) is chiefly responsible for the tactical leadership of a customer contact center team. This CEM is responsible for ensuring high levels of quality service including the achievement of all assigned sales and service level goals. The CEM must resolve complex and escalated issues that arise from customer service, sales representatives, and executive staff. The CEM will be responsible for the performance and development of a team of Customer Service Representatives (CSR) and other direct reports. The CEM leads by encouraging direct reports to achieve goals, equips through coaching and training, and empowers direct reports to think outside the box to do what is necessary to provide a world-class customer experience. The CEM should be highly analytical and have an advanced knowledge of data gathering, analysis, and reporting. This candidate must be comfortable in a high growth and high-change environment.
Essential Functions and Responsibilities
· Ensuring resolution of customers’ long standing or complex problems
· Leading and motivating team to meet goals and provide a world-class customer experience
· Maintaining and evaluating performance, production, attendance, reviews and appraisals of staff
· Keeping abreast of developments and advancements in customer experience field by reading pertinent journals, attending meetings and courses
· Providing operational reports, scorecards, and dashboards
· Participating in or leading operational reviews
· Accomplishing all tasks assigned or requested
Qualifications
· Bachelor’s degree in Consumer studies, Business studies or Management studies related field
· Minimum 5+ years in customer service management-related activities in multi-channel contact center environment
· Proven results in operational and customer satisfaction excellence
· Experience with workforce management
· Exceptional motivational, listening and problem solving skills
· Experience with process improvement (such as Lean or Six Sigma) and project management preferred
· Proficiency with contact center technologies such as telephone, chat, knowledge base, CRM, database, and MS Office with advanced knowledge of MS Excel
· Excellent administrative proficiency and customer relations skills
· Ability to prioritize and complete tasks efficiently
· Experience working with high-profile clients and aggressive deadlines
· Exceptional verbal and written communication skills
Work Environment and Physical Demands
The Customer Experience Manager role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision
While performing the duties of this job, the employee is not exposed to weather conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Type/ Work Schedule
This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am to 5:00pm. Occasional overtime may be required outside of typical days and hours of work, including Saturday and Sunday.
Travel requirements do not exist for this position.
There are no supervisory responsibilities associated with this role.
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status
Visual Comfort & Co.
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