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Job Opening details:-
Company Name :- Dircks Moving & Logistics
Position Name :-
Company Location :- Phoenix, AZ 85043
Job Category :- General
Full Job Description :-
SUMMARY we are searching for an executive who is ready to design and improve our customer experience. This role will serve as a key member of the leadership team and will oversee multiple facets of the Marketing, Sales and Customer Service groups. This position will be in-charge of delivering a seamless customer experience across all stages and touchpoints in our customers journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Oversee the hiring, orienting, and training of the organizations customer experience team, including both Sales and Customer Service roles
Define and implement standards/procedures for ensuring optimal customer experience
Set the sales direction, pricing, and strategy for multiple lines of business
Manage Marketing team and campaigns
Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company, including both customer service and sales teams
Liaise with multiple departments to ensure delivery of high-quality service
Establish communication mediums through which customers can readily contact a company and vice versa
Oversee the restructuring of the organization into a customer-focused establishment
Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
Drive higher customer satisfaction, NPS, customer retention and assist with new business growth
Prepare and manage annual budgets in achieving set objectives and goals
Conduct studies and research to discover new techniques necessary for improving customer experience
Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
Develop and utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
Encourage problem-solving, strategic thinking and customer-orientation amongst the team
Attend networking events, seminars, workshops, and conferences to improve on existing job knowledge
REQUIREMENTS include the following.
Bachelors Degree strongly preferred
3+ Years of Customer Experience leadership
Extensive experience of managing customer service and/or marketing teams
Proven management and/or relationship management experience at a strategic level role
Working experience with digital marketing and front-end customer experience
Strong technical skills, including CRMs and awareness of different technologies related to the role
Ability to lead and inspire a team and develop growth
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving – Identifies and resolves problems in a timely manner.
Technical Skills – Pursues training and development opportunities; Strives to continuously build knowledge and skills.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
Interpersonal – Maintains confidentiality.
Teamwork – Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality – Is consistently at work and on time.
Initiative – Volunteers readily; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
Responsible for overseeing multiple departments within the organization, including Marketing and Customer Service.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to handle or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to climb or balance. The employee must regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 100 pounds, and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.
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