Inbound Sales Manager - Customer Experience Job at Athens Services, Baldwin Park, CA

R0Z3M1pVRGxMR0NBeEFXUTZPb3pqck1Zbnc9PQ==
  • Athens Services
  • Baldwin Park, CA

Job Description

Inbound Sales Manager - Customer Experience

Position Summary

As the Inbound Sales Manager - Customer Experience, you will lead and oversee the call center operations at Athens Services, championing exceptional customer service and driving continuous improvement. In this role, you will mentor a team of supervisors, promote a collaborative and engaging work environment, and ensure a high standard of customer satisfaction. Key responsibilities include managing daily operations, implementing performance metrics, developing customer experience enhancement strategies, and handling escalated issues to achieve resolution. Additionally, you will identify training needs, conduct performance reviews, and drive process improvements by leveraging call center data

Essential Job Functions

Leadership & Team Management

  • Recruit, lead, mentor, and develop a team of customer experience supervisors to achieve performance goals.
  • Foster a positive work environment that encourages collaboration and high performance.

Employee Engagement

  • Cultivate a culture of open communication, encouraging team members to share ideas and feedback.
  • Organize team-building activities and recognition programs to boost morale and foster a strong sense of belonging.
  • Develop team-building activities and recognition programs based on an allocated budget.

Operational Excellence

  • Manage daily call center operations to ensure efficiency and prompt, high-quality customer service.
  • Implement and monitor performance metrics to track team productivity and maintain high customer satisfaction.

Customer Experience Advocacy

  • Develop and execute white-glove service strategies to enhance the overall customer experience.
  • Handle escalated customer issues promptly, ensuring customer satisfaction and effective resolution.
  • Identify and proactively understand customer pain points to prevent escalations

Training & Development

  • Identify training needs and implement programs to enhance staff skills and knowledge.
  • Conduct regular performance reviews and provide constructive feedback.

Process Improvement

  • Analyze call center data to identify trends and areas for improvement.
  • Collaborate with other departments, including Customer Experience Excellence Manager, to streamline processes and enhance service delivery.

Reporting & Analysis

  • Prepare regular reports on call center performance, customer feedback, and key service metrics for senior management.
  • Leverage data analytics to make informed decisions and strategic recommendations.

Required Qualifications

  • Bachelor’s degree in business administration, Customer Service Management, or a related field. Additional certifications or advanced degrees in relevant disciplines may also be advantageous.
  • Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology.
  • 5+ years of experience in customer service management.
  • Demonstrated success in implementing customer service strategies and enhancing service quality.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach.

Preferred Qualifications

  • Bilingual English / Spanish
  • Bachelor degree in Communications or any other related field.
  • Work experience in the waste or transportation industry.

Job Tags

Work experience placement,

Similar Jobs

Medical Services of America

Registered Nurse Hospice Job at Medical Services of America

 ...of the Lowcountry , a proud part of the Medical Services of America family currently seeks an experienced Full-Time Registered Nurse for our Hospice patients in Ridgeland (Jasper) SC. As a member of the multidisciplinary team, the RN works under the general... 

KARM Stores

FT Assistant Retail Manager | Christmas Store (North Peters Rd.) Job at KARM Stores

 ...Bonuses * Bonus & Rewards * Career Growth Opportunities KARM Stores Christmas is coming to West Knoxville!! We are now hiring Seasonal Team Members for Christmas positions. This management position's pay rate begins at $16 to $18 an hour based on experience... 

TWP

Intern - Design Job at TWP

 ...TWP is seeking a creative and passionate Intern to join our Design Team. The position will be responsible for supporting the design team in all areas including sketching, creating tech packs, updating BOMs, creating flats and CADs, updating boards, and taking notes for... 

Medical Services of America

Registered Nurse Hospice Job at Medical Services of America

 ...the Lowcountry , a proud part of the Medical Services of America family currently seeks an experienced Full Time Registered Nurse for our Hospice patients in Summerville (Dorchester) SC, Dorchester (Jasper) SC. As a member of the multidisciplinary team,... 

Law Firms

Senior Real Estate Attorney - Finance Focus (Fully Remote - Los Angeles, CA) Job at Law Firms

 ...Job Title: Senior Real Estate Attorney Location: Los Angeles, CA (Full Remote within California) Practice Area: Real Estate Finance Borrower & Lender Side Experience Level: Senior Attorney Billable Hours Requirement: 1800 Compensation: Competitive Base...