TOHO WATER AUTHORITY Customer Service Experience Manager Salary in the United States

The purpose of this position is manage, oversee, and lead the call center functions and activities. This position will provide strategic operational direction and guidance to the call center operations, supervise the Customer Service Supervisor position, and manage resources required to effectively execute strategic and division goals and objectives. This position is expected to provide leadership in the development and execution of effective customer service procedures, customer satisfaction programs, and employee development.  The Customer Experience Manager is responsible for developing call center methodologies, by recommending customer interaction improvements from a customer experience standpoint, including service level adherence, maintaining abandonment rates, average handle time, monitoring and goal setting, schedule adherence and more. This position reports directly to The Director of Customer Service.

1. Responsible for implementing call center strategies that improve operations and processes in order to provide the best customer service experience for the community.
2. Actively participate in the departmental recruitment process for all positions.
3. Perform essential leadership responsibilities including, administering schedules, communicating job expectations, payroll, conducting disciplinary actions and conducting performance evaluations.
4. Perform departmental purchasing functions including entering PO's for products and services, monitoring vendor contracts and other assignments associated with department projects.
5. Perform fiscal responsibilities by assisting in budget preparation, invoice approval, and reconciliation of purchase card statements.
6. Monitor and analyze predetermined KPI's to identify any training needs.
7. Adequately address and resolve all escalated customer concerns.
8. Hold biweekly meetings with call center staff.

1. Bachelor's Degree in Business, Communications or related field along with 5 years' progressive experience in Contact Center Operations.
2. Alternatively, 7 years of progressive experience in Contact Center Operations
3. Minimum of 3 years' experience in a supervisory role with a primary focus of customer service.
4. Must possess and maintain a valid State of Florida Class E Driver's License

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
 
WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.