Assistant Customer Experience Manager

Description

The CX Assistant Manager is responsible for ensuring the delivery of exceptional service and satisfaction to customers by effectively managing the day to day call center operations and team. The Assistant Manager is there to serve as a subject matter expert on call center duties, provide mentoring and leadership to the agents, and to provide on the spot assistance during floor walks throughout the day. They provide quick and accessible resources to agents that are on the phone to quickly resolve escalations and customer issues. The ideal candidate for this role will bring the team together to focus on a culture of customer-centricity, team engagement, and a high level of service standards. 

KEY RESPONSIBILITIES

Team Supervision and Development

• Assist in recruiting, training and onboarding of call center staff in partnership with the Supervisor and the Team Trainer. 
• Provide on the spot support to team members to improve performance, resolve escalations quickly, and to provide coaching & development in a timely manner. 
• Monitor call center agents’ calls to provide support in the moment.
• Contribute with the supervisor to conduct annual reviews, performance conversations, and disciplinary action. 
• Guide team members in resolving billing disputes while maintaining customer satisfaction. 

Operations Support

• Serve as a subject matter expert on customer experience procedures and policies. Contribute to new SOP’s and support in continuous improvement of the department. 
• Provide back up support to the claims department, becoming well versed in claims procedures and processes.
• Ensure the team meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs), such as call handling time, customer satisfaction scores, and retention rates for cancellation calls. 
• Partner with supervisor to develop and implement strategies to optimize workflow, improve efficiency, and meet volume requirements. 
• Process tickets, claims, and receive calls to meet business needs and support any staffing discrepancies day-to-day.

Customer Experience Enhancement

• Develop, set and achieve high standards for customer service in the call center. 
• Through day-to-day observation of agents; ensure that all agents deliver exceptional customer experienced aligned with company standards. 
• Develop initiatives to improve customer satisfaction and retention rates. 
• Stay informed about company promotions, marketing initiatives, claims trends, and other factors that impact the customer experience. 
• Effectively address and resolve objections related to billing, incidents, or other sensitive account concerns with professionalism and tact. 

Requirements

REQUIREMENTS: DEGREE

Bachelor’s Degree in business management or related field preferred; or a combination of equivalent education and experience. 

REQUIREMENTS: EXPERIENCE

• 3 years of supervisory/lead experience in a call center environment. 
• Must be able to work full-time in an office and in an open call center office space. 
• Experience leading and overseeing a team in person and throughout the day to provide on-the-spot support. 
• Strong leadership, coaching, and interpersonal skills. 
• Proven experience in resolving customer complaints.
• Excellent attention to detail, problem-solving ability, and time management expertise. 
• Experience in a membership-based company is highly preferred. 
• Proficiency in call center technologies and software systems. Proven track record of quickly learning and adapting to new systems. 
• Ability to work in a fast-paced environment with changing priorities and structure. 
• Must be able to work a flexible schedule that may include some evenings and weekends. 

REQUIREMENTS: PHYSICAL

• Ability to remain in a stationary seated or standing position for various      increments of time
• Able to move about to access a variety of tools and office equipment
• Able to consistently operate a computer or other electronic device
• Able to ascend or descend a ladder, crouch or crawl 
• Ability to lift up to 50 lbs, lift over head, twist and turn body when appropriate
• Must be able to communicate clearly through both verbal and written form

Salary : $27 - $30