Customer Experience Manager

XPS Solutions is a leading provider of call answering, remote management, and AI-powered solutions tailored for the self-storage industry. They are seeking a Customer Experience Manager to oversee customer service operations and optimize customer satisfaction across all touchpoints. The role involves gathering and analyzing customer feedback, implementing strategies to enhance relationships, and collaborating with teams to meet performance goals.

Responsibilities:

• Oversee customer service operations, ensuring that customer satisfaction and experience are optimized across all touchpoints
• Gathering and analyzing customer feedback
• Implementing strategies to enhance customer relationships
• Collaborating with cross-functional teams to meet performance goals
• Act as a key resource for resolving inquiries
• Addressing customer concerns
• Driving loyalty through exceptional service

Requirements:

• Proven expertise in Customer Satisfaction and Customer Experience management
• Strong Communication and interpersonal skills for building customer rapport
• Exceptional Customer Service abilities and problem-solving capabilities
• Advanced Analytical Skills for evaluating feedback and identifying improvement opportunities
• Leadership experience, with the ability to mentor and guide team members
• Knowledge of customer relationship management (CRM) platforms is a plus
• Bachelor's degree in Business Administration, Marketing, or related field preferred
• Familiarity with the self-storage industry or related fields is an advantage