Customer Experience Manager

Customer Experience Manager

Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticalsincluding retail, industrial and logistics, healthcare, education, manufacturing, and moremaintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we're looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

Manages the successful, day-to-day operations of Customer Experience supervisors, staff, and outsourced call center. Works with upper management and IT to improve the department's overall trajectory. Models solution-focused customer support. Monitors performance and provides regular constructive feedback. Engages staff in regular conversation to allow for two-way learning (learn from and provide learning to team) for the advancement of internal practices and efficiency in support of overall customer satisfaction. Drives the customer service experience by measuring and analyzing performance metrics in alignment with key company objectives, centered on exceptional service, customer retention, quality assurance, and multiple service levels. Works across department lines to address issue escalations and opportunities to minimize future escalations.

Job responsibilities include but are not limited to:

• Oversee Customer Experience (CE) Supervisors and staff with regard to account management and staffing, internal processes, performance metrics, and personnel matters
• Responsible for coaching, counseling, and performance management on a regular basis
• Motivate, mentors, and fosters the professional growth of CE Supervisors and Leads
• Meet with and coach CE team on key company objectives outlined by management, including; clearly defined expectations, assigning work/tasks appropriately, and ensuring that progress toward goals/objectives is being made
• Proactively monitor the performance of CE team, and provide the appropriate level of direction and development necessary to ensure a high level of performance against defined/measurable goals
• Assist in the interviewing and selection of new CE team members and recommend training curriculum
• Assess the learning curve of new CE team members, tracking progress against established checklists
• Serve as an example of effective leadership for the CE Department
• Work with Information Technology (IT) administrators on system or process changes and effectively communicates changes to direct reports
• Manage customer issues as they arise during day-to-day operations
• Collaborate with other departments to identify procedural issues and trends
• Work with Human Resources on performance management issues
• Review and monitor weekly client and Strategic Account Manager (SAM) reports identifying trends and taking appropriate corrective action.
• Monitor departmental performance reports against key performance indicators, and reports results to senior management
• Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
• Report site-level performance to senior management, and calibrate routinely to maintain quality assurance
• Attend periodic meeting with client, Strategic Account Managers and Regional Vice Presidents
• Facilitate new account rollout in conjunction with Strategic Account Managers and Regional Vice Presidents
• Facilitate software integrations between customer portals / user interfaces and the KBS IT department
• Assist and facilitate mergers and acquisition client setups
• Oversee and provide input for Quarterly Business Review deck for core customers

Perform other related duties as required and assigned.

Knowledge:

• Facilities Maintenance industry
• Customer service operations and management

Skills:

• Leadership
• Training
• Management of people
• Interpersonal, listening, and conflict management (EQ)
• Stress management
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Management reporting
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)

Competencies:

• Organizational and strategic agility
• Decision quality
• Delegation
• Directing others
• Conflict management
• Dealing with ambiguity
• Action oriented
• Integrity and trust
• Customer focus
• Priority setting
• Time management

Educational Qualifications/Job Experience Requirements:

• Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
• Minimum of five (5) year of customer service management experience
• Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (Salesforce, NetSuite, etc.)

Bachelor's Degree in Business or related field

Schedule varies and includes weekends or holidays as needed

• Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
• Ability to speak clearly (use of voice)
• Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus

Remote Opportunity

Time constraints and related pressures to complete work are high

Travel: <5%

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.