The Customer Support Manager is responsible for leading, supervising, and developing Pitsco’s customer experience teams, driving in-sale and post-sale customer experience across a variety of mediums and touchpoints, and serving as the product specialist for Pitsco’s online testing platform, E-SESS. This position supports the development, implementation, and preservation of Pitsco’s pillar of industry-leading customer service and the experiences a customer receives during their journey with Pitsco. This position translates business strategy into direction, creates processes and resources to enable efficient business scaling, identifies and establishes new responsibilities within the Order Support and Product Support teams’ functions, as well as customer touchpoints that bring value to the organization that results in customer retention and meaningful customer relationships and additional purchases. This is achieved by leading, supervising, and training a team of customer service and product support representatives, both on campus and in the field. These tasks are accomplished by performing the following duties.
Essential Duties and Responsibilities (other duties may be assigned):
- Partnering with the management team to align the company’s objectives with Customer Experience Department expectations and procedures
- Driving the overall frontline customer relations strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels (e.g. phone, chat, web)
- Creating monthly and quarterly reports analyzing the performance of the customer service team.
- Collaborating with Pitsco departmental leadership to align company objectives with departmental strategy, procedures, and customer experience/touchpoints (in-sale and post-sale)
- Developing and implementing procedures pertinent to the effective and efficient operation of the Customer Experience Department
- Managing workload and resources to ensure a high-performance, efficient, and motivated team of customer relations professionals
- Nurturing, developing, and advocating for team members to ensure their success
- Monitoring programs and procedures to ensure customer satisfaction
- Resolving conflict and overseeing customer issues to ensure effective resolution specific to the Order Support team
- Assisting Customer Experience team members, Learning Specialists, and Sales Representatives in troubleshooting implementations that require special handling
- Providing feedback to the Executive Leadership Team regarding customer successes and concerns
- Implementing continuous business process review to ensure core functions are documented, waste is reduced, and standards are in place
- Maintaining in-depth working knowledge of company products, solutions, systems, and processes
- Utilizing technical knowledge of company products, solutions, and systems to effectively interact with and assist customers and Pitsco Development Team
- Working with installation planning team (members of Sales Support, Operations, and Manufacturing) to successfully coordinate the time-sensitive nature of the installation process
- Providing feedback to the Development and Operations teams to ensure all customers have accurate and timely information on order status and/or changes
- Leading the direction, maintenance, and best practices for Pitsco customer data
- Supervising the following positions: Product Support Manager; Customer Experience Manager
Qualifications/Requirements:
- Bachelor’s degree required
- A minimum of three years of customer service and/or product support management experience
- Ability to travel (less than 25% of time) to assist on curriculum implementations and joining field representatives’ on-site visits as needed
- Strong customer-centric orientation
- Excellent interpersonal, communication, conflict resolution, and negotiation skills
- Proven track record of creating high-performance teams
- Strong team player
- Problem-analysis and problem-resolution skills
- Employee training and development skills · Leadership – a demonstrated ability to lead people and get results through others
- Planning – an ability to think ahead and plan over a three- to nine-month time span
- Management – the ability to organize and manage multiple priorities
- Relationship Building – an ability to fully understand the needs of all parties and bring a balance that produces a solution for both our customers and internal parties
- Ability to be physically mobile with reasonable accommodation including the ability to walk, balance, kneel, crouch, reach, stand, and stoop
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to Relocate:
- Pittsburg, KS 66762: Relocate before starting work (Required)
Work Location: In person