Nemarc Professional Services - Memphis, TN
posted 2 months ago
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.