What are the responsibilities and job description for the Customer Experience Manager position at Alfa Dental Support, Inc.?
Job Description
Job Description
Client Experience Director
The Customer Connection Score (CCS) Manager plays a pivotal role in enhancing client engagement and retention across all Diamond Braces locations. This role assesses, trains, and coaches staff to elevate customer care standards. By conducting regular site visits, analyzing performance metrics, and implementing targeted strategies, the CCS Manager ensures a consistently outstanding client experience that fosters loyalty and satisfaction.
Why Diamond Braces?
Diamond Braces is committed to delivering accessible, affordable orthodontic care to hardworking individuals and their families. Our success is driven by our dedication to exceptional customer experiences and superior clinical outcomes.
Benefits :
Competitive compensation and benefits package
Opportunities for professional development and career advancement
A dynamic, collaborative, and supportive work environment
Essential Functions :
Design, implement, and manage the Customer Connection Score (CCS) program to evaluate and improve client interactions.
Conduct routine visits to Diamond Braces offices to observe operations, assess customer service practices, and deliver real-time coaching to staff.
Identify performance strengths and development opportunities in customer interactions, offering constructive, actionable feedback.
Develop and facilitate comprehensive training programs focused on customer care excellence, retention strategies, and client engagement best practices.
Analyze customer feedback, survey data, and performance metrics to detect trends and propose data-driven improvements.
Collaborate with office managers, treatment coordinators, and cross-functional teams to maintain consistent service standards.
Create and execute strategies aimed at reducing client attrition and enhancing long-term customer relationships.
Provide regular performance reports to the leadership team, outlining successes, areas for growth, and recommendations for continuous improvement.
Preferred Qualifications :
Exceptional communication, interpersonal, and presentation skills.
Strong analytical abilities, capable of interpreting data to inform strategic decisions.
Flexibility and willingness to travel regularly to various Diamond Braces locations.
Passion for enhancing customer experiences and driving continuous improvement initiatives.
Who We Are :
At Diamond Braces, we believe in improving lives through healthier smiles. Our mission is to provide orthodontic care that is affordable, accessible, and delivered with amazing customer service—the 'AAA Experience.' We’re committed to making every smile count, and we live by our “No Smile Left Behind” philosophy.
Additional Information :
- This position is full-time, and travel is required to various Diamond Braces locations.
- Salary is based on experience, skills, and qualifications.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Pay starting 60 to 90K per annual based on experience
Diamond Braces is an equal-opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees.
If you’re ready to take the next step in your career and lead our team to success, apply today!
