Customer Experience Manager

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Position Overview

The Customer Experience Manager is focused on building an effective and results-oriented team to support our 20,000+ customers that exceeds the performance of our competitors. Duties for this position include, but are not limited to:

  • Creating standard operating procedures (SOP’s) for consistent and high-quality treatment of customers.
  • Ensure customers receive timely responses from inbound requests
  • Manage the performance of the Account Service Representatives andOnboarding Specialists
  • Expert knowledge with software systems supporting the customer service effort
  • Employ continuous improvement methodologies to support a pro-active approach to solve broader issues
  • Leadership skills and positive attitude are critically important to the role.

As an individual contributor the Customer Experience Manager needs to excel in following:

  • Proactively pursuing metrics from our phone system and CRM system to seek out issues and new trends for quick solutions before the problems grow.
  • Reach across functional areas to collaborate for holistic solutions that improve operational efficiency and the customer experience.
  • Expert handling customer escalations for calm and rational resolution

Position Requirements

Experience and Competencies

  • Advanced CRM system skills as an administrator of CRM
  • Advanced skills administering VOIP phone systems as an administrator
  • Expert competency with the administration of customer contracts, to be able to review red-line changes with good judgment related to acceptable verbiage
  • 2+ years successfully managing a Customer Service Team and Contracts Team
  • 6+ years managing a team of employees, and publishing performance metrics
  • Demonstrated competency with solving for escalated customer issues, and expertise with escalation SOP
  • Demonstrated use of emotional intelligence in the work place
  • Demonstrated fact-based investigative processes and decision-making

Physical Demands

  • Ability to stand, sit, walk, push, pull, and carry materials under 50 pounds daily
  • Ability to spend several, contiguous, hours working on a computer
  • Ability to travel by vehicle on a daily basis (occasional interstate travel is required)
  • Ability to work in varied offices, warehouses, truck yards, and public venues

What We offer

Here at SeQuential we offer a generous benefits package that includes affordable and comprehensive Medical, Dental, Vision , 401k and Life Insurance. We also offer all employees a generous PTO package of 3 weeks per year, and 9 paid Holidays per year.

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