NorthStar Memorial Group

  • Customer Experience Manager - Remote (WFH)

    Location Address US-TX-Houston
    Job ID
    2018-2801
    # of Openings
    1
    Location Name
    NSMG Home Office, TX
    Department
    Marketing
    Type
    Full-Time
  • Overview

    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.

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