customer relations Remote
Job description
CorpNet wants ONE individual who is immersed in everything CX…You must live, breath, and eat CX. If you belong to multiple CX clubs and organizations, frequently travel to CX tradeshows and events, and read CX books and CX blog posts for fun on your spare time…and if you have a small shrine in your home dedicated to the late great tony Hsieh, then please join us! You will be valued, appreciated, and together, we will bring your ideas to life.
Your initial position will be “Customer Experience Manager.” Although we currently have strong reviews and a brand that people love, you will find a world of opportunity at CorpNet where you can bring your ideal CX Vision to life with our 180 plus employees. We believe that CX is not an isolated department…CX excellence is literally a “way of life” that touches and impacts everyone in our org from the janitor, to the customer, the C-level executives. CX principles must be at the forefront of every decision we make throughout our days.
You will work directly with the founders, C-Level executives, and various VPs of different departments. Once you earn our trust, we will let you loose on the entire staff to bring your CX Vision to life. Hopefully, if you are the correct candidate, we will quickly hire people to work under you in your department to help you execute on your vision.
Basic requirements that any CX professional should possess:
- Strong Leadership traits where you lead by example.
- Strategic thinking, planning, execution, and reporting.
- You will lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives. In this role, you will “OWN” the development and implementation of company-wide initiatives that improve customer relations and brand loyalty and create a “WOW” experience for our customers that our staff loves delivering.
- Experience with CRM systems.
Some examples of your daily activities will include (but are not limited to):
- Direct and oversee the organizations customer service operations.
- Recruit, interview, hire, and train (or setup training programs) in all departments across the org.
- Monitor and oversee the daily workflow of various departments to ensure the CX is alive.
- Monitor team member interactions with each other as well as with customers, vendors, suppliers, and others. Culture is Key!
- Provide constructive, informative, and timely performance evaluations.
- Handle discipline and termination of employees in accordance with company policy.
- Draft, implement, and execute policies and procedures to facilitate a WOW customer service experience.
- Establish performance metrics for customer service representatives. Review. Assess. Report.
- Establish service levels and requirements for various departments.
- Develop, implement, and manage methods to record, assess, and analyze customer feedback in a way that yields actionable data.
- Develop and implement training and quality assurance programs for new hires and experienced employees.
- Identify and recommend, acquire and/or design…work with execs and development teams to improve the digital user experience to improve customer service and retention.
- Deliver a culture committed to and fanatical about CX to the entire company.
- Work with C Level Executives and VPs of various divisions.
- Draft and implement budgets for department you control.
Required Skills/Abilities:
- Excellent, top-tier, super-impressive verbal & written communication skills, interpersonal and customer service skills, Emotional Intelligence, organizational skills and attention to detail, analytical and problem-solving skills.
- Very Strong supervisory and leadership skills.
- Proficient with Microsoft Office Suite, Excel, and the various communication platforms (Teams, Slack).
- Experience in CRM principles as well as CRM workflows.
- SalesForce certifications are a PLUS.
- Strong data and reporting skills.
Education and Experience:
- Bachelors degree in relevant field required. MBA Preferred.
- At least five years of CX experience required.
- We’d like to hear about the change your brought to your previous org.
Important ABOUT THIS CARREER.
You will have to “roll up your sleeves” and put in the work for a while. This is a NEW Department that YOU will be heading. In general, you must work with everyone in the org to promote a commitment to a CX culture. You will interact with various teams and departments. You will direct and monitor their activities and train different members of different departments. Our company has a VERY family-oriented culture and we collaborate regularly to vet out ideas and decide the best path forward. We promote and celebrate diversity and being inclusive of everyone is an integral part of our core values.
We look forward to meeting you and to the potential of working together
Job Type: Full-time
Pay: $85,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Experience level:
- 5 years
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Education:
- Bachelor's (Required)
Experience:
- CX: 5 years (Required)
Work Location: Remote
