Customer Experience Manager

Job Description

The Customer Experience Manager (CEM) is responsible for enhancing customer interactions and driving customer loyalty. The CEM oversees the entire customer experience, ensuring all touchpoints are effective, positive, and support long-term relationships with ASTAC. This role includes managing Customer Experience teams (Billing, Customer Service, and Technical Support) in both Anchorage, AK, and Utqiaġvik, AK, collaborating closely with Product & Marketing teams and System Administrators to address customer needs. Additionally, the CEM may be involved in tasks such as project planning, management, quality assurance, training, and fostering accountability.

Key Responsibilities and Duties

• Directly manages the Customer Experience team and is responsible for supporting activities
• Oversee and ensure the effective assignment of work, quality of output, and employee performance management
• Manage the Call Center queue by monitoring and adjusting staffing as needed.
• Ensure Key Performance Indicators and reports accurately reflect hold times, abandonment rates, answer rates, and overall call statistics in line with established goals.
• Manage the Customer Experience staff, including Customer Experience Specialists and 3rd Party technical support. Responsibilities include monitoring calls and transactions (both internally and with 3rd party vendors), maintaining accurate records, and comparing performance to expectations.
• Provide coaching and feedback to support staff development, identify, develop, coordinate, execute, and support process improvements and system enhancements and training staff as necessary
• Manage inventory in consumer sales bins (CSRA, CSRB, Sales, Swoosh, BDIS, ADIS), ensuring accurate counts quarterly and annually.
• Oversee inventory related to Wireless Phones, Wireless Accessories, IoT, Landline, and other items for sale to both consumer and business customers.
• Collaborate with Purchasing for restocking and with the Product Staff on new product launches.
• Support and resolve customer escalations by empowering the team to handle first-line resolutions, billing adjustments, and filed complaints.
• Develop sales initiatives to include incentives for internal and external stakeholders, goals, and encouragement for the team to achieve objectives put forth. Includes developing sales metrics, measuring campaign results, and reporting monthly sales performance against stated goals
• Develop and seek out training opportunities to encourage growth for staff to successfully support sales, products, and service efforts internally, and coach to prevent future escalations
• Support projects that may involve customers, customer service, sales, or our general population as needed
• Assist the Chief Services Office (CSO) in maintaining accurate customer records, including monthly reconciliation and audits of customer data to ensure compliance with ASTAC procedures.
• Maintain and manage data obtained by Customer Experience staff that may affect directory listings, other department reports, billing, product, and marketing efforts
• Manage compliance for the Business and Customer Experience department to include CPNI, PCI, Lifeline, and all necessary compliance matters
• Delegate appropriate tasks to staff as needed and assist with Business orders when necessary
• Create and deliver training courses to assist in successful product launches, appropriate account maintenance, and confidence within the department
• Conduct performance reviews for all staff, highlighting growth opportunities and maintaining a positive morale within the team. Provide support to position responsible for coordinating travel and lodging accommodations
• Complete all other duties assigned by the Chief Services Officer