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Manager of Customer Experience
Location:
Fayetteville, AR
Description:
OzarksGo , based in Fayetteville, Arkansas a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. Ozarks provides to its employees: 100% paid medical/dental coverage for you and your dependents, and a 401(k) plan with employer match. We also provide paid time off, 9 paid holidays, disability benefits, life insurance and tuition reimbursement. JOB QUALIFICATIONS : EDUCATION: Undergraduate degree in marketing, business, or related field preferred. EXPERIENCE: At least five years of related experience and/or training; or equivalent combination of education and experience required. Workforce management experience preferred. JOB KNOWLEDGE & SKILLS: The Manager of Customer experience must be able to think strategically and make decisions that will improve the overall customer experience. The position is directly responsible for departmental reporting to the General Manager and Director. Must demonstrate strong leadership, problem solving, planning, and organization skills. SUPERVISES: Customer Experience Supervisor, OzarksGo Trainer, Installation Supervisor MAJOR JOB TASKS: Manages activities of the Customer Experience staff across OzarksGo service area Promote opportunities to consistently improve the OzarksGo experience Promote best practices to ensure OzarksGo is providing world class and affordable service to its consumers while increasing satisfaction and customer retention Guide the team in effective customer issue resolution and handle escalations Assist in planning, reporting variances, and projecting future needs for the department budget Develop, implement, and maintain key performance goals for the department while reporting results for monthly reports to executive staff and board of directors Plan and prepare reoccurring staff meetings to discuss upcoming process, policy, or procedural changes Ability to develop external communication programs and offerings to enhance customer experience, build awareness of self-service options and promote ancillary products and services Analyze trending data to help facilitate strategic business decisions related to staffing, process improvement, automation, and individual employee improvement to drive a positive customer experience Oversee sales incentive programs for the organization related to OzarksGo Assure all compliance, policy, and procedure aspects of the department are met Assist in relationships with civic, business and community programs of our local communities by attending and participating meetings and events Develop, implement, and maintain system software processes for Customer Experience department. Establish relationships with system software vendors to communicate current and future needs and provide input on business direction Develop projects and strategy to help achieve standards and goals set in place by OzarksGo. Projects and plans will be to ensure customer satisfaction through quality assurance, workforce management, and efficiency ratings As a member of the management team, this position is responsible for the provision of a full range of management activities including, but not limited to the selection, training and evaluation of section personnel, planning, and the completion of special projects as delegated The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities. The Manager of Customer Experience may be required to perform any other duties assigned to fulfill the objectives of OzarksGo. EXTERNAL RELATIONSHIPS: Local Community Chambers Federal Communications Commission (FCC) Universal Service Administrative Company (USAC) Arkansas & Oklahoma Electric Cooperatives Phone & System Software Vendors Collection Agencies Human Services Agencies Contract services that aid in the Customer Experience OTHER REQUIREMENTS: Must be able to operate personal computers and related software. Must be able to use office equipment and telecommunications equipment. Must have a current driver's license without violations that would prohibit insurability. Must be able to prepare written materials and articulate goals and action plans. Must be able to delegate tasks and motivate employees to goals set in place. Must be able to communicate at a courteous and professional level to achieve customer satisfaction. Must be able to perform basic mathematical and grammatical skills. Must be able to create, implement, and develop strategic plans to enhance customer satisfaction. Requires working indoors and outdoors with some irregular hours. Some travel is required inside and outside the OzarksGo service area. May be required to assist with major outages or system software issues. PHYSICAL REQUIREMENTS: Must be able to perform all activities listed in the job description with or without reasonable accommodation. The physical activities and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer. Job Posted by ApplicantPro
Company:
Ozarksgo
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Manager of Customer Experience
Manager of Customer Experience is a Executive Manager Job at Ozarksgo located in Fayetteville AR. Find other listings like Manager of Customer Experience by searching Oodle for Executive Manager Jobs.
Manager of Customer Experience is a Executive Manager Job at Ozarksgo located in Fayetteville AR. Find other listings like Manager of Customer Experience by searching Oodle for Executive Manager Jobs.