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Manager of Customer Experience

Full time Clarus in Architecture & Design
  • Fort Worth, TX View on Map
  • Post Date: March 27, 2020
  • Apply Before : June 27, 2020
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Job Detail

  • Career Level Manager
  • Experience 5 Years
  • Education Undergraduate

Job Description

JOB PURPOSE:

The Manager of Customer Experience Is responsible for efficiently leading a team of Account Managers that supports our network of outside sales representatives by organizing potential leads, understanding product details, and providing the highest level of customer service.

DUTIES & RESPONSIBILITIES:

  • Lead a team of 15-20 Account Managers who are responsible for quoting, order processing and service issues.
  • Interview, hire, coach, and supervise team members, providing mentorship and guidance.
  • Responsible for planning, staffing, employee engagement and development, customer satisfaction, productivity, and call volume management.
  • Partner with Director of Customer Experience to establish direction by continually integrating customer needs into the respective segments.
  • Utilize Key Performance Indicators (KPI’s) to improve quality, lead times, service standards and efficiency of the Client Success Center.
  • Collect and analyze call center statistics (quote volume, call volume, response times, order approval, etc.) and prepare performance reports.
  • Create action plans to improve service and overall work.
  • Ensure efficient support of national sales representatives, customers, dealers and specifiers
  • Gain and demonstrate extreme knowledge of our product mix
  • Respond to escalated inquires professionally and in a timely manner.
  • Explore opportunities for the Account Managers to add value by cross selling and up selling to clients.
Qualifications
  • 5+ years of experience leading a Call Center/Customer Service Department in a B2B environment; manufacturing or commercial furniture industry experience preferred.
  • Track record of building and managing highly effective teams.
  • Ability to communicate with various levels of management within an organization.
  • Ability to analyze complex situations and make sound decisions in a fast-paced environment.
  • Background in implementing and managing Workforce Management tool(s) and tracking and managing KPIs.
  • Excellent written, oral, presentation, facilitation, and interpersonal communication skills.
  • Must be a team player who thrives in a collaborative work environment.
  • Must be self-motivated, agile and adaptable.
  • Bachelor’s Degree preferred but will consider experience in lieu of degree

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