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Sr Customer Experience Manager

Job Summary:

Responsible for managing multiple customer accounts, typically our larger more strategic accounts, and serves as gatekeeper and liaison between customers and the different teams of HCHB.

Provide support to customers to ensure applications are utilized as designed and that customers are taking full advantage of the functionality the various applications provide.

Aid customer in streamlining business procedures for increased productivity and efficiency.

Expected to consistently provide excellent customer service and represent client needs and goals within HCHB to ensure quality.

Build relationships with customer to encourage new and repeat business opportunities.

Expected to effectively engage in conflict resolution both internally and externally.

Required Skills:
1.

Mentor less senior Customer Experience Managers.
2.

Prioritize and occasionally resolve reported issues.
3.

Respond to customer emails, thereby providing training or aiding in resolution of issues.
4.

Research software functionality to create effective business procedures for customer and to identify application bugs.
5.

Extensive communication skills, both written and spoken.
6.

Work well under the pressure of multiple projects and deadlines.
7.

Advanced outlook management in the form of schedule management and email management.
8.

Time management and personal goal-setting.
9.

Self-discipline to learn new functionality as it is developed and released.
10.

Maintain open communication channels with customers and other teams at HCHB.
11.

Provide training and direction to other teams within the customer services department.
12.

Train employees new to the team.
13.

Adhere to departmental policy regarding assigned shifts and lunch breaks.
14.

Adhere to HIPAA policies of Homecare Homebase.
15.

Assure confidentiality of agency information.
16.

Additional duties and responsibilities as assigned.




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