Customer Experience Manager

Kellermeyer Bergensons Services (KBS) is hiring a Customer Experience Manager to oversee the day-to-day operations and performance of its Customer Experience team and outsourced call center. The role focuses on coaching staff, analyzing service metrics, resolving customer issues, and coordinating with other departments to improve customer satisfaction and operational efficiency.

Responsibilities:

• Oversee Customer Experience (CE) Supervisors and staff with regard to account management and staffing, internal processes, performance metrics, and personnel matters
• Responsible for coaching, counseling, and performance management on a regular basis
• Motivate, mentors, and fosters the professional growth of CE Supervisors and Leads
• Meet with and coach CE team on key company objectives outlined by management, including; clearly defined expectations, assigning work/tasks appropriately, and ensuring that progress toward goals/objectives is being made
• Proactively monitor the performance of CE team, and provide the appropriate level of direction and development necessary to ensure a high level of performance against defined/measurable goals
• Assist in the interviewing and selection of new CE team members and recommend training curriculum
• Assess the learning curve of new CE team members, tracking progress against established checklists
• Serve as an example of effective leadership for the CE Department
• Work with Information Technology (IT) administrators on system or process changes and effectively communicates changes to direct reports
• Manage customer issues as they arise during day-to-day operations
• Collaborate with other departments to identify procedural issues and trends
• Work with Human Resources on performance management issues
• Review and monitor weekly client and Strategic Account Manager (SAM) reports identifying trends and taking appropriate corrective action
• Monitor departmental performance reports against key performance indicators, and reports results to senior management
• Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
• Report site-level performance to senior management, and calibrate routinely to maintain quality assurance
• Attend periodic meeting with client, Strategic Account Managers and Regional Vice Presidents
• Facilitate new account rollout in conjunction with Strategic Account Managers and Regional Vice Presidents
• Facilitate software integrations between customer portals / user interfaces and the KBS IT department
• Assist and facilitate mergers and acquisition client setups
• Oversee and provide input for Quarterly Business Review deck for core customers
• Perform other related duties as required and assigned

Requirements:

• Facilities Maintenance industry
• Customer service operations and management
• Leadership
• Training
• Management of people
• Interpersonal, listening, and conflict management (EQ)
• Stress management
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Management reporting
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
• Organizational and strategic agility
• Decision quality
• Delegation
• Directing others
• Conflict management
• Dealing with ambiguity
• Action oriented
• Integrity and trust
• Customer focus
• Priority setting
• Time management
• Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
• Minimum of five (5) year of customer service management experience
• Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (Salesforce, NetSuite, etc.)
• Bachelor's Degree in Business or related field