Client Experience Manager
Location
Newton, MA | United States
Job description
Job Description:
Client Experience Manager will lead our Client Experience Team to meet our company objective to provide a superior laundry solution to every customer, every time. This position also provides support to our customer base and interacts with all other areas of our company
Duties and Responsibilities:
- Provides a voice for our current and future company culture.
- Manages Client Experience Team inclusive of hiring, training, evaluating approving time off and working in conjunction with Human Resources regarding termination
- Provides support and development for company phone system
- Conducts training of team for direct customer support on payment systems
- Assists with reconciliation of cash management auditing
- Lead emergency planning for Client Experience for snow days, outages, etc
- Conducts clothing claim resolution and direct customer support for laundry systems
- Phone assist clients with laundry inquiries on our equipment use and payment systems
- Create service orders, process refunds, and track revenue via web-based systems
Skills: - Ability to organize and direct the activities of Customer Experience Associates to ensure the delivery of high-quality service to customers
- The ability to courteously interact with clients to ensure positive customer experience.
- Excellent verbal and written communication skills
- Process and detail oriented with strong focus on client service.
- Experience with variety of networked systems required, with flexibility to learn new systems.
- Strong MS Office Suite experience, primarily Word and Excel, and Microsoft accounting software. Microsoft Navision or similar software preferred.
Education and Qualifications: - 10+ years of Client Experience Management
- Experience managing a small team
- A bachelor’s degree in Business Administration or related discipline
- Attention to detail and organized in a fast-paced environment
- Calm and professional conflict resolution
- Ability to effectively multi task
- Accounting background helpful
Pay Details: $22.00 to $25.00 per hour
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
Job tags
Salary
$22 - $25 per hour
