What are the responsibilities and job description for the Customer Experience Manager position at Edge Communications?
COMPANY OVERVIEW
Edge is an innovative provider of business technology services. We possess all of the engineering, integration, installation, and support resources required to deliver premium voice, data, Wi-Fi, network security, connectivity, and IT solutions.
JOB DESCRIPTION
The Customer Advocate is the liaison between our clients and support teams, ensuring exceptional service delivery, timely issue resolution, and a seamless support experience. You will be responsible for advocating for the client's needs, managing escalations, and maintaining strong relationships to enhance overall satisfaction.
Responsibilities
- Act as the single point of contact between our clients and Edge internal teams to ensure Edge is delivering services as committed.
- Solicit and share client feedback with internal departments to assist with Edge’s continuous improvement program and to improve the customer experience.
- Follow up on feedback provided by the client end users.
- Educate clients on IT policies, procedures, and best practices.
- Escalate issues where appropriate and promptly follow up with the client to ascertain satisfaction.
- Facilitate the resolution of client needs/issues cross-departmentally as required.
- Build strong relationships with internal teams to ensure fast resolution and collaborative processes.
- Generate and present weekly and monthly client-facing reports demonstrating the value Edge brings to our client’s core business.
- Set up, prepare for, and lead weekly, bi-weekly, and monthly calls with our current clients to continue to foster an excellent relationship between the client and Edge.
Qualifications
- 1-2 years of client service or account management experience
- Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook)
- Excellent customer service and telephone skills
- Impeccable written and verbal communication skills
- Detail-oriented and analytical
- Strong team player
- Self-starter
- Consultative approach with proven relationship-building experience
- Thrives in a multi-tasking environment and can adjust priorities on the fly
- Good time management skills and self-motivated
- Ability to manage multiple client issues with a high level of professionalism.
- Familiarity with SLA management and reporting.
BENEFITS
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and an extensive benefits package including medical, dental and vision benefits and future growth. Our company strives to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.
