Customer Experience Manager II
About The Position
The Customer Support Manager II leads a defined group of Customer Support Representatives providing guidance, support and service for our Tier 1 (highest revenue/revenue potential) customers. They are responsible for developing customer service strategies and plans to maximize the satisfaction of these customers, which will translate into added revenue. The Manager is responsible for continuously improving the customer experience by identifying pain points, gathering feedback, and implementing solutions to enhance satisfaction. The Manager will review existing customer service processes and identify opportunities for streamlining, automation, and efficiency to enhance service delivery. They will collaborate closely with the Tier 1 Sales team/Leaders, Finance & Billing, supply chain and other support teams to align customer service efforts and ensure a seamless customer experience and contractual obligations.
Requirements
- High School diploma or equivalent
- Minimum 5-7 years of experience in related field
- Experience managing a customer care or sales support team.
- Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.
- Proficient in Microsoft suite (Excel, Word, and Powerpoint)
- Knowledge of computer systems and telephony technologies.
- Gmillennia, OfficeDepot.com, BSD.OfficeDepot.com, AOPS, ES9000, OD CSR System, and other applications
- Ability to lead a team and drive performance.
- Excellent communication in English (written and verbal) and interpersonal skills
Nice To Haves
- Bachelors preferred
Responsibilities
- Lead a CSA team to effectively support our highest revenue customers, including ensuring associates resolve all customer queries in a timely and effective manner.
- Ensure team achieves all assigned metrics, with an emphasis on those related to quality of resolution.
- Conduct regular team meetings and communicate important information effectively. Utilizes metrics to monitor performance and drive continuous process improvement.
- Report on performance of associates, key drivers and underlying trends.
- Ensure clear communication with sales team on customer resolution status as needed.
- Monitor team performance and provide regular feedback and coaching to drive performance improvement.
- Coach and develop team members to enhance their skills and performance.
- Provide ongoing trainings for all associates, tailored to the needs of the teams.
- Set clear expectations and goals for the team and ensure they are aligned with company objectives
- Hold associates accountable when not met
- Manage and track individual and team projects and tasks as needed.
- Monitor incoming workflow and assign work to support team based on priorities.
- Partner with sales leadership, as well as other business units to implement improvements that will positively impact the customer’s experience.
- Ensure all customer resolutions are being handled, even those that fall outside of team’s immediate purview.
- Other duties and responsibilities as assigned.
Benefits
- competitive salaries
- a benefits package
- a 401(k)
- plenty of opportunity to move and grow within our organization
- eligible to participate in an incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
