Customer Service Experience Manager
virtual vocationsDenver, CO
Customer Service Experience Manager
virtual vocationsDenver, CO
2 days ago
Occupations
Customer Service RepresentativesFirst-Line Supervisors of Office and Administrative Support WorkersProject Management SpecialistsIndustries
Telemarketing Bureaus and Other Contact CentersComputer Systems Design ServicesCustom Computer Programming ServicesAbout the role
Leading complex customer escalations, the full-time Lead Customer Service Experience Manager will enhance customer relationships and improve the customer experience by analyzing trends, developing resolution strategies, and collaborating with internal stakeholders in a remote work environment.
Key responsibilities:
Lead complex customer escalations from identification through resolution while maintaining strong relationships
Analyze escalation trends and collaborate on product-related issues to improve Customer Care processes and satisfaction
Train, mentor, and coach Customer Service Experience Coordinators and Managers, providing technical leadership and support
Required qualifications:
Bachelor's degree in electronics, completion of technical school, or equivalent practical experience
At least 5 years of experience in escalation management or customer experience management, preferably in customer care or clinical trials
A minimum of four years of experience as a Customer Service Experience Manager or equivalent
LEAN or ITIL certification and Agile certification
Proficiency with Microsoft Office applications and related software
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JOB OVERVIEW
Experience level
Senior
Location
Denver, CO
Occupation
Customer Service Representatives
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
2 days ago
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