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Prime Communications · 1 month ago

Manager - Customer Experience

Sugar Land, TX, 77478, United States

Full-time

Onsite

Mid Level

Prime Communications is focused on delivering a seamless customer experience, and they are seeking a Customer Experience Manager to lead initiatives that enhance customer satisfaction. This role involves collaborating with field teams, managing escalations, and implementing programs to drive key metrics like CSAT and Google Reviews.

RetailTelecommunicationsWireless

Responsibilities

Partner with the existing Customer Experience Manager to ensure consistent execution of customer service standards and initiatives

Act as a resource for customer escalations, working with field leadership to drive timely and effective resolution

Support employee development by providing tools, resources, and training that enhance service capabilities

Collaborate with cross-functional teams to design and implement programs that improve CSAT, Google Reviews, and other key customer experience measures

Monitor customer and employee feedback to identify trends, share insights, and recommend actionable improvements

Reinforce company policies and best practices to promote consistency and professionalism across the field

Contribute to building a culture of accountability, continuous improvement, and customer-first thinking

Qualification

Customer Service ManagementEscalation ManagementEmployee DevelopmentCustomer Satisfaction ImprovementLeadershipTeam CollaborationProblem-SolvingCommunicationInterpersonal SkillsCSAT metricsGoogle Reviews metricsOperations managementBusiness managementCustomer experience best practices