Customer Experience Manager- Portland, OR
Portland, OR, United States
**Position Overview**
The *Customer Experience Manager* is focused on building an effective and results-oriented team to support our 20,000+ customers that exceeds the performance of our competitors. Duties for this position include, but are not limited to:
* Creating standard operating procedures (SOPs) for consistent and high-quality treatment of customers.
* Ensure customers receive timely responses from inbound requests
* Manage the performance of the *Account Service Representatives and**Onboarding Specialists*
* Expert knowledge with software systems supporting the customer service effort
* Employ continuous improvement methodologies to support a pro-active approach to solve broader issues
* Leadership skills and positive attitude are critically important to the role.
As an individual contributor the *Customer Experience Manager* needs to excel in following:
* Proactively pursuing metrics from our phone system and CRM system to seek out issues and new trends for quick solutions before the problems grow.
* Reach across functional areas to collaborate for holistic solutions that improve operational efficiency and the customer experience.
* Expert handling customer escalations for calm and rational resolution
**Position Requirements**
**Experience and Competencies**
* Advanced CRM system skills as an administrator of CRM
* Advanced skills administering VOIP phone systems as an administrator
* Expert competency with the administration of customer contracts, to be able to review red-line changes with good judgment related to acceptable verbiage
* 2+ years successfully managing a Customer Service Team and Contracts Team
* 6+ years managing a team of employees, and publishing performance metrics
* Demonstrated competency with solving for escalated customer issues, and expertise with escalation SOP
* Demonstrated use of emotional intelligence in the work place
* Demonstrated fact-based investigative processes and decision-making
**Physical Demands**
* Ability to stand, sit, walk, push, pull, and carry materials under 50 pounds daily
* Ability to spend several, contiguous, hours working on a computer
* Ability to travel by vehicle on a daily basis (occasional interstate travel is required)
* Ability to work in varied offices, warehouses, truck yards, and public venues
**What We offer**
Here at SeQuential we offer a generous benefits package that includes affordable and comprehensive Medical, Dental, Vision , 401k and Life Insurance. We also offer all employees a generous PTO package of 3 weeks per year, and 9 paid Holidays per year.
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