Manager Customer Experience

Lakeshore Recycling Systems•Summit Township, MI

About The Position

The Customer Experience Manager will be responsible for the overall Customer call center(s) and customer experience. This role leads the Customer Experience team and drives top customer experience to increase customer satisfaction and loyalty. Specifically, this role leads the company’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Because this role balances direct customer support with team coordination and oversight the customer service team lead frequently serves as liaison between the company and its customers, working with sales, billing, operations and accounts receivable teams to drive repeat customers and help organizations meet profitability goals.

Requirements

High School Diploma or GED
Naturally positive, helpful and courteous person who likes to assist people with needs
Demonstrate patience and attentiveness in all communication and interactions
Comfortable working in a fast-paced, very active group environment
Works cooperatively with team members to build a strong sense of camaraderie and teamwork
Motivation to meet and exceed expectations
Exceptional verbal and written communication skills
Detail-oriented with strong organizational skills
Ability to think critically and creatively in order to proactively and independently solve problems
General math skills
Maintain a positive and professional attitude and outlook with customers and coworkers
Adhere to attendance and scheduling policies
Excellent Microsoft Word / Excel / Outlook Software Skills

Responsibilities

Leads the Customer Service team and call center, to drive increased customer satisfaction and loyalty.
Lead and drive personnel needs of the customer service representatives including selecting, coaching, and training of employees.
Suggests setting goals, compensation, and promotion decisions for the department to the Sales Director.
Monitors and evaluates customer service performance. Identifies operational issues and process improvements and implements strategies to improve performance.
Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
Develop process for measuring competitive activity.
Mentors Customer Service Representatives and provides guidance to continue growth in customer service organization.
Compiles all customer service reporting requirements.
Investigates and resolves escalated customer service inquiries.
Assists Director of Business Development with support of sales team, growth and retention initiatives, as well as relevant project management.