What are the responsibilities and job description for the Service Excellence Director position at Boston FAM | d.b.a. Furniture & ApplianceMart and Ashley?
Job Responsibilities
- Lead and develop CX team members to ensure consistent, high-quality customer service.
- Implement customer experience strategies aligned with business objectives and enhance service delivery.
- Analyze customer feedback, surveys, and KPIs to identify trends and drive improvements.
- Deliver training programs and ongoing coaching to improve frontline employees' skills in customer engagement and issue resolution.
