Customer Care / Experience Manager
CNBC
Englewood Cliffs, NJThis was removed by the employer on 4/22/2018 12:42:00 AM PST
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Full Time Job
Responsibilities
You have over five years managing end-user facing Customer Service platforms for a digital organization, including staffing, tools and associated business relationships. You represent the voice of the customer and are their main advocate, with a passion for improving products and services through their feedback. Working cross functionally with various teams including Tech, Product, Marketing and Design, you represent the customer's view point to help product decision making.
Qualifications/Requirements
Key Duties
• Hire, train and manage a staff of 10-12 key customer service personnel, along with their performance quality assurance metrics.
• Write, edit and publish end-user facing content for Customer FAQs, as well as internal agent scripts.
• Provide daily advice on how to answer, address and route customer issues, trends, and inquiries.
• Keep track of CNBC digital product releases and train customer service personnel on new features or bugs that users may contact CNBC about.
• Provide actionable qualitative and quantitative insights to CNBC product leaders based on product and customer feedback both via ad hoc and regular reporting.
• Be the subject matter expert and admin for the Customer Service CRM tool as well as maintain associated vendor orders, renewals and business relationships.
• Maintain the SOW and business relationship with outsourced customer service staffing vendor.
• Report on your team's Key Performance Metrics on an as needed basis to executive management.
• Maintain user-lists and customer segments for the recruitment of participants in user research activities, including surveys, interviews, and usability tests.
• Assist the UX team in their research efforts.
• Assist in scheduling customer interviews through email, phone and software. Maintain the associated customer relationships.
Desired Characteristics
Desired Skills
• Extensive experience with CRM tools, including how to modify and improve their functionality.
• HTML and CSS a plus.
• Building, deploying, and analyzing the results of surveys and marketing mailing campaigns.
• Understanding of Agile workflow and product rollout framework.
• Excellent communicator.
• Ability to quantify qualitative information in a compelling, actionable way.