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VP of Customer Experience

Company: Home / Office Furnishings, Ft Worth, TX
Location: Fort Worth
Posted on: September 15, 2018

Job Description:


The key objective of this role is to enhance and support a culture centered on delivering Company’s world class customer experience. In this role, you will provide strong, dynamic leadership to efficiently leverage the value of every contact and “wow” customers by embodying Company’s core values.

In this hands-on role, you will develop and maintain day-to-day activities of the sales support desk. One of the most important aspects of this position is building relationships with clients and addressing escalations by finding win-win solutions. As a VP of Customer Experience, you will lead a team comprised of 15-20 employees who are responsible for quoting, order processing and service issues. As the leader of the Customer Experience team, you will engage and develop the team and keep Company leading the industry from a service perspective.

You will have the overall responsibility for planning, staffing, employee engagement and development, customer satisfaction, productivity, call volume management and financial management. You will also closely partner with EVP of Sales and VP of Operations to establish direction by continually integrating customer needs into the respective segments. This position reports directly to the CEO.

Key Responsibilities: Oversee and elevate day-to-day operations of the center. Develop, manage and motivate a strong, effective team. Utilize Key Performance Indicators (KPI’s) to improve quality, lead times, service standards and efficiency of the Client Success Center. Collect and analyze call center statistics (quote volume, call volume, response times, order approval, etc.) and prepare performance reports. Establish standard operating procedures, develop and implement approved process and /or operational improvements, and verify adherence to policy. Champion Client Success Center training programs to create a positive and performance driven culture which motivates all levels of the advisory staff to exceed turnover targets and achieve KPI goals. Drive processes to identify and correct gaps based upon qualitative and quantitative customer feedback. Collaborate cross-functionally to ensure alignment across the organization. Qualifications Bachelor’s Degree required, Advanced degree preferred 3+ years of call center management and revenue production experience 5+ years of call center/customer service operations experience. Track record of building and managing highly effective teams. Track record of building and managing highly effective teams. Excellent written, oral, presentation, facilitation, and interpersonal communication skills Background in implementing and managing Workforce Management tool(s) Ability to communicate with various levels of management within an organization. Must be a team player who thrives in a collaborative work environment Must be self-motivated Must be agile and adaptable Ability to analyze complex situations and make sound decisions in a fast-paced environment

Keywords: Home / Office Furnishings, Ft Worth, TX, Fort Worth , VP of Customer Experience, Executive , Fort Worth, Texas

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