Customer Experience Director
4 weeks ago
At PRISM+, we strive to deliver exceptional customer experiences through innovative products and services. We are seeking a seasoned Customer Experience Director to join our team, responsible for designing and optimizing customer service processes.
This role requires strong leadership and management skills to lead and manage a team of customer service agents. The ideal candidate will have a proven track record of process improvement, excellent communication and interpersonal abilities, and proficiency in CRM software, specifically Salesforce and Zendesk.
We offer a competitive salary of $120,000 - $180,000 per year, depending on experience, plus a range of benefits, including comprehensive health insurance, retirement plan, and generous paid time off. If you're passionate about delivering world-class customer experiences and leading high-performing teams, we encourage you to apply.
Key Responsibilities:
- Customer Service Process Design: Assess, design, and optimize customer service processes to enhance efficiency and customer satisfaction.
- Difficult Customer Escalations: Handle and resolve escalated customer complaints and complex issues.
- CRM Software Configuration: Utilize hands-on experience with CRM software, including Salesforce and Zendesk, to set up and optimize customer flows and support workflows.
- Team Leadership and Management: Lead, mentor, and motivate a diverse team of customer service agents.
Requirements:
- Bachelor's degree in Business, Management, or a related field (or equivalent experience).
- Proven experience in customer service management, with a focus on process design, escalations, and CRM configuration.
- Strong leadership and people management skills.
- Exceptional communication and interpersonal abilities.
- Proficiency in CRM software, specifically Salesforce and Zendesk.
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