Description

The Customer Experience Manager will directly manage all activity of the Customer Response Team. This role is responsible for managing a team of highly skilled analysts who handle all customer complaints. The Manager will ensure that individual escalations are resolved and that complaint trends are identified and communicated to the rest of the Customer Experience Team.

Responsibilities:

• Drive performance and development of Customer Response Team in adherence with the Netspend Complaint Handling Policy, Procedures also delivering “exceptional customer experience”
• Identify changes in process that lead to a reduction in complaints or escalations.
• Identify and escalate system, product, and feature bugs and/or issues
• Develop approaches for the Team Leads and Analysts to achieve company-wide performance goals
• Develop and maintain performance metrics that drive overall team performance
• Provide recommendations to improve the overall Netspend customer experience
• Review agency complaint responses and ensure alignment with Legal/Compliance/CE guidelines
• Manage timesheet, attendance and corrective action processes
• Experience developing and maintaining productive relationships with department and other leaders
• Strong organizational and follow-through skills
• Recruit, hire, train, develop and motivate your team their success is your success
• Assist the department Director in achieving productivity goals by developing and executing a business plans to improve the Customer Experience
• Ensure Customer Care Analyst are delivering outstanding customer service by teaching, coaching and leading by example
• Build long lasting relationships and create a loyal customer following by actively calling customers in escalated issues and addressing and resolving all issues

Skills/Education/Experience:

• 5 years’ experience in customer service supervision/management
• Proven leadership and ability to drive customer satisfaction
• Demonstrated ability to motivate teams to achieve peak performance
• Strong skills in managing multiple priorities, with the ability to work in a fast paced environment
• Excellent communication skills, both verbal and written
• Proven ability to coach, mentor, and motivate employees to deliver excellent service
• Strong working knowledge of MS Office (including Word and Excel) as well as the ability to navigate the internet and various web-based programs
• Ability to be well organized and work with internal and external customers.
• As provided in Netspend’s Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws