Customer Experience Officer jobs in Lorain, OH

Key Responsibilities:

Team Leadership and Development:

• Manage and mentor a team of customer service representatives, providing guidance, support, and training on technical product knowledge and customer service best practices.
• Conduct performance evaluations, set goals, and develop professional growth plans for team members.
• Foster a collaborative and high-performance team environment.

Customer Interaction Management:

• Oversee the handling of complex customer inquiries, issues, and escalations related to our extensive and technically complex product line.
• Ensure timely and effective resolution of customer problems while maintaining high levels of customer satisfaction.
• Analyze customer feedback and service metrics to identify trends and areas for improvement.

Technical Product Expertise:

• Develop and maintain a deep understanding of the technical components and functionalities of our product line.
• Provide technical support and guidance to team members to aid in resolving advanced customer issues.
• Collaborate with technical support teams and product development to stay updated on product updates, troubleshooting techniques, and best practices.

Process Improvement:

• Implement and refine customer service processes and protocols to enhance efficiency and effectiveness.
• Lead initiatives to improve the customer experience based on feedback, data analysis, and industry best practices.
• Develop and monitor key performance indicators (KPIs) for the team and drive initiatives to achieve service excellence goals.

Cross-Functional Collaboration:

• Partner with other departments, to ensure alignment and effective resolution of customer issues.
• Communicate customer needs and feedback to relevant teams to influence product improvements and service enhancements.

Reporting and Documentation:

• Prepare and present regular reports on team performance, customer feedback, and service metrics to senior management.
• Maintain accurate records of customer interactions, resolutions, and feedback for analysis and reporting.