NorthStar Memorial Group

  • Customer Experience Manager - Remote (WFH)

    Location Address US-TX-Houston
    Job ID
    # of Openings
    Location Name
    NSMG Home Office, TX
  • Overview

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


    • 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.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed