Customer Service Manager

posted:
Location
Belmar, New Jersey
Industry
Administrative & Support Services (Office and Administrative Support Occupations)
Job Type
Temp to Perm
Working Hours
8:00 AM - 5:00 PM
Salary
US$ 70,000 - US$ 90,000 per year
Ref. Number
S_40316
Contact
Meg Cody, Spherion
Phone
732-224-1166
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Job Description

Project the expectations of the future-state customer to develop the strategic direction. Drive a company-wide culture with the goal of making it easier for customers to conduct business in the channel of their choice. Partner with the business units across the organization to ensure initiatives support a positive customer experience. Direct the use of voice-of-the-customer analytics to drive process and customer-centric improvements.

Responsibilities:
-Develop the customer experience strategy. Identify and take a leadership role in the implementation of processes, technology, tools, education and best practices for continuous improvement of customer experiences across the organization.
-Coach the Customer Experience team in methodologies for conducting advanced customer analytics and applying customer insights for various programs.
-Identify and prioritize opportunities to capture customer feedback through surveys, complaints, employee feedback, and direct customer outreach. Collect and analyze internal and third-party survey data for overall trending and drive close-loop action to completion
-Engage and advise cross-functional teams on implementing improvements and recognizing innovation opportunities.
-Define customer segmentations and personas and highlight different needs, services or marketing messages based on customer's behaviors, attitudes and environments.
-Keep current with emerging business trends
-Identify best practices from these trends and make recommendations for implementation.
-Establish customer experience benchmarks across key customer touch points, implement metrics required to understand performance and provide ongoing reporting.
-Serve as the company's leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer

Working hours: 8:00 AM - 5:00 PM

Skills:
--Excellent facilitation and project management skills
--The ability to negotiate successfully with key stakeholders.
--Demonstrated skills in fact-based analysis, executive level presentations, and problem sproblem-solving
l oriented with excellent follow up
--Comfortable with shifting priorities, timelines, and requirements
--Team-oriented. Ability to work effectively cross-company, cross-functionally, and cross- department.
--Excellent written and oral communication skills. Proficient in Word, Excel, PowerPoint. Knowledge of survey software and database tools a plus.

Education:
Bachelors

Experience:
3-5 years

Qualifications:
Minimum of 3-5 years of experience in analytical role managing highly quantitative and analytical projects.


To be considered for this excellent opportunity, please apply directly to this posting.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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