Job Description
Description
Key Responsibilities May Include:
Lead, coach, and mentor a team of Customer Service Executives, ensuring they provide top-tier support that aligns with both customer needs and business goals.Develop and implement customer service excellence strategies, focusing on process improvements, team training, and the integration of technology to enhance the customer experience and reduce operational inefficiencies.Oversee daily operations, ensuring effective management of customer inquiries, billing issues, and account health while maintaining industry standards for resolution times and service quality across all communication channels.Utilize customer feedback metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort) to identify opportunities for improvement, and create action plans to enhance the overall customer experience.Collaborate closely with cross-functional teams, including Sales, L...