Vice President, Customer Experience position w/Retail & eCommerce exp - Metro Atlanta
RESPONSIBILITIES:
•Set a vision and clearly articulate our company’s desired customer experience.
• Develop a plan to set that vision in motion including people, process and technology.
•Attract, develop, excite and manage a team of high performing customer ambassadors.
•Monitor and analyze call/email/chat volume, call patterns and traffic flow using sophisticated models to ensure service level objectives are met.
•Continuously review, balance and scale team resources to support the growth of the company’s customer base.
•Develop and track life cycle metrics to ensure that the company achieve an extraordinarily high retention rate.
•Monitor escalation volume and trends to find root-causes.
•Work to reduce the incoming support volume through knowledgebase, FAQs, online training, and customer forums.
•Evaluate, develop, and implement policies, processes, procedure to improve the organization and efficiency of department.
•Grow and develop additional communication channels including text, online chat, and outbound calling.
•Set direction for training programs to ensure Agents receive continuous development.
QUALIFICATIONS:
•BS/BA degree with excellent academic performance. MBA a plus.
•7-10 years of experience with a minimum of 4 years of customer care experience in roles of increasing responsibility preferably in a high-growth organization known for exceptional service.
•Demonstrated experience managing a large team of Customer Support Representatives in an ecommerce environment.
•Excellent understanding of retail ecommerce ordering, returns, refunds and customer satisfaction drivers.
•Exceptional management and relationship building skills. Success in client services, customer management, and building scalable, automated systems to track and improve customer engagement in the ecommerce industry.
•Brand evangelist.
•Proven track record in setting a vision for unique and compelling customer experiences, inspiring others to get behind the vision, and ultimately delivering an experience that is simply awesome.
Excellent benefits with a “fun” family-like environment; involvement in the community
Full-time positions – Must be U.S. Citizen or Green Card
Thank you so much for your interest!
I would love to forward your credentials to the next level, but in order to do so...
Please write back with your availability to interview and to start, the reason you are leaving your present situation OR the reason for leaving your last position, along with your minimum annual salary (or range) and the status of your eligibility to work in the United States?
** Where do you live NOW and is your location commutable to the Atlanta metro area?
Also, write back with the following:
SUBMIT the number of years of experience /brief explanation of that specific experience in each of the following:
• Years of experience in Customer Experience in a large company (2 example companies and # of employees in each)
• Customer Experience for a Retail org (2 examples)
• Customer Experience for an e-commerce org (2 examples)
• Experience building scalable, automated systems to track/improve customer engagement (2 examples)
• Experience with text, online chat, and outbound calling (2 examples)
• Experience with a Customer Experience in a Call Center environment (2 examples)
• Education
• Certifications
Please answer the questions above and send with your resume in MSWord “doc” format to: ruthiep@bellsouth.net
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