/* Customer Satisfaction Manager : */

Customer Satisfaction Manager

Customer Satisfaction Manager

A leading technology company headquartered in Austin, TX is seeking a Customer Satisfaction Manager to lead the integrated customer service operations for all products and customers. The primary objective of this role is to maximize performance of all to deliver a superior experience for all our publishers to achieve top performance and deliver a seamless customer experience. This position will work to understand & solve complex functional situations by paying attention to the details of the tasks at hand and by breaking them down into smaller pieces. Identifies opportunities to improve efficiency while providing flawless transactions, services and products; manages monetary assets and other resources to optimize cost effectiveness. This position reports to the VP of Marketing, with an existing team that currently handles service.

Responsibilities

* Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics
* Provides leadership and partners with customers, partners & all facets of our company by closely monitoring center and employee performance management, identifying issues and working with local teams for recommended solutions
* Oversees and is responsible for all customer service results including quality, customer satisfaction and operational metrics
* Identifies, analyzes, develops and recommends plans for increased customer service performance with both local center and corporate teams
* Effectively communicates and develops our Service culture to all customers
* Participates in Quality calibration process with Quality to ensure consistent Service
* Constantly monitors and provides feedback to corporate on center issues and opportunities
* Regularly reviews customer service results with management, including the why’s and action plans to improve
* Participates in customer service strategic planning with management to ensure input of Contact Centers

Requirements

* Extensive experience with customer service and contact center leadership
* Minimum 2 years of operations management experience in a dynamic customer service environment
* Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies
* Must have great people skills and strong leadership experience
* Must have initiative, be a quick learner, detail oriented, possess excellent problem solving skills and must be able to work in a matrix remote environment
* Ability to effectively manage and motivate teams individually and through others
* Flexibility to execute and multi-task in a fast-paced setting remote environment
* Strong interpersonal skills and demonstrated ability to work in a team environment
* Outstanding communication, presentation and collaboration skills
* Proficiency in Excel, PowerPoint, Word and Outlook
* Proven business, leadership and performance management skills
* BA or BS in Business or equivalent experience
* Travel and retail experience highly preferred but not required

To Apply: send your resume as a Word of PDF to our recruiting team: 51625@americanworkforce.jobs No phone calls, please. Candidates local to Austin, TX are greatly preferred and will be considered first.

There Is 1 Response So Far. »

  1. I believe this position is one of ours. Please send resume to recruitingmgr@libredigital.com. We used an outsourced firm to post our jobs and are now doing it in house.

    Thanks.

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