Customer Experience Manager

Summary

As the Customer Experience Manager, you will lead and oversee the call center operations at Athens Services, championing exceptional customer service and driving continuous improvement. In this role, you will mentor a team of supervisors, promote a collaborative and engaging work environment, and ensure a high standard of customer satisfaction. Key responsibilities include managing daily operations, implementing performance metrics, developing customer experience enhancement strategies, and handling escalated issues to achieve resolution. Additionally, you will identify training needs, conduct performance reviews, and drive process improvements by leveraging call center data

Job Description

Leadership & Team Management

• Recruit, lead, mentor, and develop a team of customer experience supervisors to achieve performance goals.
• Collaborate closely with Inside Sales and Billing leadership to align team goals and ensure seamless customer experience.

Employee Engagement

• Cultivate a culture of open communication, encouraging team members to share ideas and feedback.
• Organize team-building activities and recognition programs to boost morale and foster a strong sense of belonging.
• Develop team-building activities and recognition programs based on an allocated budget.

Operational Excellence

• Manage daily call center operations to ensure efficiency and prompt, high-quality customer service.
• Support coordination and integration of Inside Sales and/or Billing workflows with frontline customer service operations.
• Implement and monitor performance metrics to track team productivity and maintain high customer satisfaction.

Customer Experience Advocacy

• Develop and execute white-glove service strategies to enhance the overall customer experience.
• Handle escalated customer issues promptly, including those related to billing disputes or sales inquiries.
• Identify and proactively understand customer pain points, particularly in sales and billing, to prevent escalations.

Training & Development

• Identify training needs and implement programs to enhance staff skills and knowledge, especially in managing Inside Sales and Billing-related interactions.
• Conduct regular performance reviews and provide constructive feedback.

Process Improvement

• Analyze call center, sales, and billing data to identify trends and areas for improvement.
• Collaborate with other departments, including Customer Experience Excellence Manager, Inside Sales, and Billing teams, to streamline processes and enhance service delivery.

Reporting & Analysis

• Prepare regular reports on call center performance, customer feedback, and key service metrics for senior management.

• Leverage analytics from Inside Sales and Billing departments to make informed decisions and strategic recommendations.

Required Qualifications

• Bachelor's degree in business administration, Customer Service Management, or a related field. Additional certifications or advanced degrees in relevant disciplines may also be advantageous.
• Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology.

• 5+ years of experience in customer service management.
• Demonstrated success in implementing customer service strategies and enhancing service quality.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach.

Preferred Qualifications

• Bilingual English / Spanish
• Bachelor degree in Communications or any other related field.
• Work experience in the waste or transportation industry.

Salary: $80,000 - $120,000/year

Benefits:

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran