Customer Experience Manager

$52,000 - $62,400/Yr

Nemarc Professional Services - Memphis, TN

Full-time - Senior

Memphis, TN

Administrative and Support Services

About the position

The Customer Experience Manager at neMarc Professional Services Inc. is a pivotal role that reports directly to the Vice President. This position is responsible for directing, controlling, and overseeing the functions of the Customer Care departments, which include Customer Billing, the Residential Care Center, and the Business Customer Center. The manager will ensure that all department functions are executed effectively, which encompasses accurate metering, meter reading, billing, and the handling of customer inquiries. The role is essential in maintaining high standards of customer service and operational efficiency within the organization. The Customer Experience Manager will be tasked with managing the objectives and metrics for Customer Care, establishing departmental strategies and directions to meet the mission and goals of the department. This includes planning, scheduling, and coordinating the activities of employees within the department, as well as providing consultation and assistance to other departments. The manager will prepare and approve recommendations, reports, and departmental budgets, ensuring that all activities align with the overall goals of the organization. In addition to overseeing the daily operations, the Customer Experience Manager will confer with executive staff and advise the Board of Commissioners on necessary changes. The role requires the development of strategic plans and the establishment of both long-term and short-term strategies for successful customer and employee relations. The manager will provide progressive leadership to ensure quality customer service and employee performance, conduct briefings and planning sessions with departmental employees, and represent the organization on various internal and external committees. The position also involves preparing, analyzing, and proving comparative data, conducting industrial studies and surveys, and meeting with various departmental employees and customers to resolve problems and make recommendations. Staying abreast of division policies and procedures is crucial for success in this role.

Responsibilities

• Direct and oversee the functions of the Customer Care departments including Customer Billing, Residential Care Center, and Business Customer Center.
• Ensure accurate metering, meter reading, billing, and handling of customer inquiries.
• Manage MLGW's objectives and metrics for Customer Care and establish departmental strategy/direction.
• Plan, schedule, and coordinate activities of employees within the department.
• Coordinate and provide assistance to/consultation with other departments.
• Prepare and approve recommendations, reports, and departmental budget.
• Direct, coordinate, and control activities of employees within the department.
• Oversee Customer Care functions/processes to provide optimal internal/external customer service.
• Confer with Executive staff and advise Board of Commissioners of necessary changes.
• Responsible for the development of strategic plans and monitoring of long to short term strategies for customer/employee relations.
• Provide progressive leadership to ensure quality customer service, programs, and employees.
• Conduct briefing and planning sessions/meetings with departmental employees.
• Represent MLGW and Customer Care on various internal/external committees.
• Provide for and be administratively responsible for a capable staff to meet current commitments and future performance standards.
• Integrate communication among diverse functional units within the organization to ensure consistency and efficiencies.
• Prepare/analyze and prove comparative data, industrial studies/surveys, and other information.
• Meet and counsel with various departmental employees and customers to resolve problems and make recommendations.

Requirements

• Bachelor's degree in Business, Engineering, Education, or a related field.
• Seven (7) years of progressive experience in customer service.
• Two (2) years of management experience.
• Must successfully complete NIMS Training within one (1) year of entering the job.
• In-depth knowledge of Division policies/procedures.
• Excellent verbal/written communication skills.
• Proven analytical problem-solving and decision-making abilities.
• Strong leadership, customer relations, and resource management skills.
• High level of integrity and ability to work as a team.
• Mathematical ability to prepare/review financial/statistical reports.
• Flexibility to adjust to changing conditions.
• Demonstrated ability to motivate a diverse workforce and community.