Customer Experience Manager

A Customer Experience Manager oversees a team of customer service agents, ensuring compliance with company policies and high-quality service. Responsibilities include monitoring performance, providing feedback, and arranging training when needed.

 

Details

Full-time, in office 

Salary range: $60,000-70,000

 

Job Duties and Responsibilities

Duties include but are not limited to:
• Develops, tracks and reports key performance measurements for the unit.
• Develops and implements process and procedures to improve operational efficiency.
• Oversees cross functional work areas targeted to resolve issues raised by customers.
• Manages the customer service operations, which deals directly with customers and is the first point of contact.
• Other duties as assigned.

Qualifications

Knowledge & Skills

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
• Knowledge of general office equipment (copier, fax, phone systems, etc.).
• Knowledge of typical business correspondence (grammar, structure, punctuation, spelling,
  etc.) at a proficient level.
• Knowledge of conflict resolution techniques at a proficient level.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Professional customer service skills.
• Self-motivated, proactive, detail oriented and a team player.
• Time management and time critical prioritization skills.

Education & Experience

• Bachelors Degree Preferred
• Call Center Management experience preferred
• HOA Management experience preferred
• 5–7 years of directly related or closely related experience
• 3–5 years of Management and/or Supervisory experience

Working Conditions

• Typical office environment