What are the responsibilities and job description for the Chief Customer Experience Officer position at Slate & Associates, Attorneys at Law?
The City of Pearland, TX is seeking to hire a full-time Chief Customer Experience Officer to lead and improve aspects of the day-to-day operations the City of Pearland.
Are you the right applicant for this opportunity Find out by reading through the role overview below.
The Chief Customer Experience Officer will define the City's customer service identity and drive results using leadership skills and innovation to develop solutions that improve service delivery by connecting residents, visitors, businesses, employees, and all customers with the services they seek by identifying those areas that need improvement.
This position enhances our commitment to creating positive, proactive, and productive customer experiences. Through their advocacy teams, The City will prioritize customer voices, ensuring alignment of touchpoints and expectations across the organization.
Our Chief Customer Experience Officer earns a competitive salary of $91,486.80 - $116,645.68 based on qualifications. Additionally, the city pays all premiums for our employees' dental, long-term disability protection, and life insurance plus the majority portion of the medical premium for employees and their dependents. We also offer a retirement plan through the Texas Municipal Retirement System (TMRS) with a 2 : 1 employer match , life insurance, disability, access to the city's recreation fitness center, employee assistance program, educational assistance, 11 paid holidays and 2 designated paid holidays, paid vacation, sick leave, and an active wellness program focusing on physical, mental, and financial health.
About The City Of Pearland
The City of Pearland has received a Top Workplaces of 2023 USA award from Energage , a leading research firm that specializes in employee engagement and workplace culture each year across the United States.
Pearland is one of the fastest growing cities in Texas due to affordable housing, outstanding schools, safe neighborhoods, and superb quality of life. Ranked as one of the top ten safest cities in Texas, Pearland residents know their families are safe and secure in the community and surrounding areas. Our close proximity to Houston, just a short 20-minute drive to downtown, allows residents to experience all the city has to offer including professional sports, world-class cultural amenities, and recreation.
Employees of the City of Pearland use multi-directional communication and cross-functional teams to promote a greater understanding of the organization by employees at all levels. We have created a culture of continuous learning that encourages and supports employee development and growth. Our work environment is one where innovation is not only supported but encouraged.
A DAY IN THE LIFE AS A CHIEF CUSTOMER EXPERIENCE OFFICER :
The Chief Customer Experience Officer will define the City's customer service identity and drive results using leadership skills and innovation to develop solutions that improve service delivery by connecting residents, visitors, businesses, employees, and all customers with the services they seek by identifying those areas that need improvement.
This position enhances our commitment to creating positive, proactive, and productive customer experiences. Through their advocacy teams, The City will prioritize customer voices, ensuring alignment of touchpoints and expectations across the organization.
The primary focus of this position is to partner with City departments to improve the Customer Experience for all City of Pearland customers (internal and external) and stakeholders, coordinating and leading organization-wide customer service representatives through leveraging internal / external technology and communications tools, and making sure common customer service goals, trends and concerns are set and addressed at an organization wide-level. This position will also provide oversight to the City's Customer Experience Management system (formerly known as the 311-call center), including continuity of service during times of emergency.
Essential Functions
- Manages and supervises a team of Customer Service Representatives, including selection, training, evaluation, discipline and delegation of work assignments. Reviews and updates processes and procedures for customer service functions.
- Directs operational business processes through the use of technology and automation tools.
- Partners with other internal departments to ensure effective roll out of Customer Experience Management frameworks.
- Ensures common customer service goals, trends, and concerns are addressed at an organization-wide level.
- Drives accountability (data management) on critical KPI's. Implements and manages monitoring and evaluation of customer service through an inventory of touchpoints and establishment of KPI's.
- Observes customer service interactions with frontline employees and identifies opportunities for improvement, provides coaching as necessary, and provides voice-of-the-customer across all teams.
- Executes long-term roadmap and goals for customer service, evaluating and reporting on progress.
- Develops and implements new projects, policies, procedures, and / or programs for customer service teams to address common goals.
- Continuously evaluates resources used by the City's customer service teams to include feedback loops.
Minimum Education And Experience Requirements
Special Certifications And Licenses
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Salary : $91,487 - $116,646
