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Customer Satisfaction Manager

Our commitment to Customer Satisfaction is extremely high. We are looking for someone who shares that same commitment to join our team as a Customer Satisfaction Manager. This is a highly visible, critical role within our organization and we are looking for the best out there. If you have a desire to oversee both the customer support and the technical support functions, the experience to create metrics and feedback loops to ensure our customers are getting exceptional service, and the knowledge to drive change and efficiency while concurrently leading by example then you could potentially be the leader we are looking for!

We are national organization that sells to institutions… you will be dealing with highly educated and competent callers. Our business to business environment requires you to be quick on your feet, technically inclined and committed to providing a first class experience to each client who you interact with.

Location: Austin, TX

Responsibilities

Create and roll-out improved Customer Satisfaction initiatives to promote consistency across all levels and business units
Establish baseline satisfaction metrics and provide metrics to show continuous improvements
Strategically discuss, evaluate and improve on utilization rates, service challenges and competitive presence
Provide troubleshooting and guidance on specific aspects of technical related issues

Evaluate, identify and deploy a system for surveying our client base to gain insight into their service satisfaction, willingness to refer business and new product ideas
Continuously evaluate efficiency improvements and provide solutions that will better our delivery time, labor time and technology improvements
Become the Champion of exceptional customer service – model that behavior to all team members and ensure that our customer satisfaction levels remain exceptionally high

Requirements

Bachelor’s degree or equivalent experience
8-10 years of experience in a Support Environment, with at least 5 being in Management
Experience creating or significantly enhancing metrics and feedback loops with customers
Direct experience with support reps who are involved with troubleshooting
Expertise in managing in a high volume, metrics driven environment where each customer has a 1st class experience
Track record of improving customer satisfaction, reducing turnover of support staff, decreasing average call time and reducing expenses through proper scheduling of staff during peaks and valleys
Knowledge of IT infrastructure of a call center
MCSE certification or Technical Implementation Management

If you have a proven track record of managing a team who delivers exceptional customer service to business professionals and are ready to advance to the next step in your career, apply today. Qualified candidates can send their resume, plus salary history, to our recruiting team at 53307@resumereviewteam.com.

Please note: Applicants for employment in the U.S. must possess work authorization that does not require sponsorship for a visa now or in the future.

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