What are the responsibilities and job description for the Customer Experience Manager position at Orion180?
Join Our Team at Orion180!
At Orion180, we don’t just stand out for what we do - we shine because of how we do it. By integrating cutting-edge proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.
Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Dallas, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.
Job Summary
We are seeking a Customer Experience Manager to lead our Customer Experience department. In this pivotal role, you will oversee operations, drive team development, and maintain strong relationships with both internal and external stakeholders. Your leadership will be crucial in ensuring efficient processes for our diverse insurance products.
Key Responsibilities
To excel in this role, you will :
- Lead and Mentor : Guide a team of customer support representatives, providing coaching and feedback to ensure exceptional service delivery.
- Oversee Operations : Manage daily customer support activities, ensuring timely processing of requests and compliance with company policies.
- Ensure Compliance : Stay informed on regulatory requirements and conduct audits to mitigate risks.
- Analyze Performance : Monitor KPIs and implement strategies to enhance operational efficiency and address performance gaps.
- Schedule Management : Adjust team schedules to meet business needs while ensuring optimal attendance.
- Resolve Complex Issues : Assist team members in handling escalated inquiries and complaints, ensuring high customer satisfaction.
- Develop Training Programs : Collaborate on training initiatives to enhance team skills and product knowledge.
- Gather Feedback : Analyze customer feedback to identify improvement areas and implement initiatives to enhance the customer experience.
- Foster Team Environment : Promote a positive, collaborative atmosphere that encourages continuous learning and professional growth.
Qualifications
Physical Demands
This position requires regular sitting, standing, and walking, as well as the ability to communicate effectively, lift light objects (up to 25 lbs), and use standard office equipment. Occasional bending, twisting, or reaching may be necessary.
Work Environment
Our office is fast-paced, dynamic, and results-driven. Employees are expected to adhere to their assigned schedules and may need to work extended hours based on business needs. If you are interested in joining our team and require assistance with your application, please contact our Human Resources department at (321) 460-8484 or HR@orion180.com . Orion180 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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