Manager, Customer Excellence
Apply NowCompany: Motor Services Hugo Stamp / Pacific Power Group
Location: Fort Lauderdale, FL 33311
Description:
Job Type
Full-time
Description
Application Instructions:To be considered for this position, please follow these two steps:
Complete the Culture Index Survey - Copy and paste the following link into your web browser: https://go.cultureindex.com/p/WWOGsFaJNG3yw7tiZeb . Submit Your Application - Click the "Apply" button at the end of this job description to officially apply for the role.
Your application will only be reviewed if both steps are completed.
Drive the Future of Customer Experience
Are you passionate about turning good service into exceptional experiences? Do you thrive on streamlining operations, implementing customer-first technology, and elevating satisfaction at every touchpoint? MSHS Pacific Power Group is looking for a Manager of Customer Excellence to lead our charge toward customer-centric innovation. If you're a strategist, a problem-solver, and a tech-savvy leader with a passion for continuous improvement-this is your next big move.
Job Summary
The Manager of Customer Excellence is responsible for leading initiatives to enhance customer satisfaction, improve Net Promoter Score (NPS), and optimize customer support operations. This role will oversee the implementation of Freshdesk and drive improvements in the customer call center, ensuring an exceptional customer experience. The ideal candidate will have a strong background in customer service management, process improvement, and technology implementation, specifically within the marine, power generation, and industrial industries.
Position Details:
Key Responsibilities
MSHS Pacific Power Group is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by applicable law. Employment decisions are based on qualifications, merit, and business need.
To be considered for this position, please complete the Culture Index survey by copying and pasting the following link into your web browser: https://go.cultureindex.com/p/WWOGsFaJNG3yw7tiZeb
#INDMSHS
Salary Description
$105,000.00 - $125,000.00 per year
Full-time
Description
Application Instructions:To be considered for this position, please follow these two steps:
Your application will only be reviewed if both steps are completed.
Drive the Future of Customer Experience
Are you passionate about turning good service into exceptional experiences? Do you thrive on streamlining operations, implementing customer-first technology, and elevating satisfaction at every touchpoint? MSHS Pacific Power Group is looking for a Manager of Customer Excellence to lead our charge toward customer-centric innovation. If you're a strategist, a problem-solver, and a tech-savvy leader with a passion for continuous improvement-this is your next big move.
Job Summary
The Manager of Customer Excellence is responsible for leading initiatives to enhance customer satisfaction, improve Net Promoter Score (NPS), and optimize customer support operations. This role will oversee the implementation of Freshdesk and drive improvements in the customer call center, ensuring an exceptional customer experience. The ideal candidate will have a strong background in customer service management, process improvement, and technology implementation, specifically within the marine, power generation, and industrial industries.
Position Details:
- Location: Fort Lauderdale, FL - Hybrid Role
- Salary Range: $105,000-$125,000 annually + annual bonus plan
- Travel: Up to 50% expected
- Direct Reports: 1
Key Responsibilities
- Develop and implement strategies to enhance customer experience and improve NPS.
- Lead the implementation and optimization of Freshdesk for efficient customer service operations.
- Oversee customer call center improvements, ensuring responsiveness, efficiency, and high-quality service.
- Improve customer response rates by optimizing workflows, reducing response times, and enhancing communication strategies.
- Analyze customer feedback and data to identify pain points and opportunities for improvement.
- Collaborate with cross-functional teams to implement best practices for customer engagement and support.
- Monitor key performance metrics and generate reports to track progress and effectiveness.
- Train and mentor customer service teams, fostering a culture of excellence and continuous improvement.
- Establish and maintain service-level agreements (SLAs) and key performance indicators (KPIs) for customer interactions.
- Stay informed about industry trends and emerging technologies to drive innovation in customer service.
- Bachelor's degree in Business, Customer Experience, or a related field.
- 5+ years of experience in customer service management, customer experience, or a similar role.
- Proven track record of improving NPS and customer satisfaction.
- Experience with Freshdesk or similar customer service software.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and implement data-driven improvements.
- Knowledge of call center operations and customer support best practices.
- Strong problem-solving and decision-making abilities.
- Experience working in the marine, power generation, or industrial industries.
- Experience in a fast-paced, customer-focused industry.
- Certification in customer experience management or related areas.
- Knowledge of CRM systems and customer engagement tools.
MSHS Pacific Power Group is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by applicable law. Employment decisions are based on qualifications, merit, and business need.
To be considered for this position, please complete the Culture Index survey by copying and pasting the following link into your web browser: https://go.cultureindex.com/p/WWOGsFaJNG3yw7tiZeb
#INDMSHS
Salary Description
$105,000.00 - $125,000.00 per year