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Customer Experience Manager - Remote (WFH) in Houston, TX at NorthStar Memorial Group

Date Posted: 8/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Houston, TX
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:
    8/9/2018

Job Description

The Customer Experience Manager organizes, plans, and monitors NorthStar’s customer service department to ensure optimized interaction between the company and our customers.

Responsibilities
  • Support the orienting and training of the organization’s customer experience program
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Conduct surveys to gather information on customer opinion of rendered services
  • Implement and utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Review and monitor the activities of customer experience team with customers to ensure our interactions reflect positively on NorthStar.
  • Oversee the NorthStar’s continued evolution into a customer-focused organization.
  • Monitor activities to ensure compliance with acceptable standards of customer service
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
  • Manage and evolve NorthStar’s phone skills certification program.
  • Responsible for moving phone conversation into customer relationship management (CRM) tools to coordinate and monitoring customer experience
  • Attend seminars, workshops, and conferences to improve on existing job knowledge.
  • Ensure organization achieves organizational targets for appointment booking when a customer calls in.
  • Manage customer call recording program to ensure it is run efficiently and delivering the information we need to improve the call experience
Requirements and Qualifications
  • Education and Training: Bachelor’s or Master’s degree in business administration and/or 5+ years in the field of customer service, call center management or marketing.
  • Leadership Skills: Ability to organize and support the activities of customer experience representatives to ensure the delivery of high quality service to customers
  • Communication Skills: They are well versed in effectively interacting with clients to identify and process their requirements
  • Customer Service Skills: They are able to courteously interact with clients to ensure positive customer experience.
  • Call Center Experience a plus
  • Lead with integrity and honesty in everything they do
  • Must be coachable and work well within a team environment

Work Environment

This position will be remote or office based and also requires <25% travel to locations across the US.  Must have a valid drivers license.

Reporting Relationship

This position reports to Senior Vice President of Sales Processes.