Customer Experience Manager

Job Title:Customer Experience Manager

Location: Flower Mound, TX 

Compensation: $70-85K

About Hydromax USA:

Since 2003, Hydromax USA has been a leader in advanced field services and solutions that empower utilities to make the most of their infrastructure investments. Our work is dedicated to improving the safety, sustainability, and reliability of the nation’s energy assets and natural resources. We employ smart, passionate people that solve complex problems using the most innovative suite of solutions available. By seamlessly connecting people, processes, and technologies, our team creates a digital environment that verifiably improves and modernizes the operations of our utility partners. We believe that our clear mission makes the world a better place: understand the present and protect the future. 

Position Summary

The Customer Experience Manager is responsible for the overall management and performance of a small call center located in Flower Mound, TX. This role requires a strong leader with a proven track record in customer service, team management, enhancing customer satisfaction and process improvement. The ideal candidate will excel in managing a team while fostering a positive work environment that prioritizes exceptional customer experiences. This individual will be responsible for analyzing performance metrics, driving operational efficiency, and implementing best practices to enhance both team and customer. 

Primary Responsibilities

• Team Leadership: Oversee the daily operations of the call center, including staffing, scheduling, quality assurance, and performance management. 

• Customer Focus: Ensure the delivery of exceptional customer service by setting clear performance expectations, providing ongoing training, and coaching the team. 

• Process Improvement: Identify opportunities to enhance operational efficiency and reduce costs through process optimization, automation, and technology implementation. 

• Scheduling Optimization: Implement and manage automated scheduling software to optimize workforce utilization and minimize labor costs. 

• Performance Management: Monitor team performance metrics, identify trends, and implement corrective actions to improve customer satisfaction and agent productivity. 

• Problem Solving: Troubleshoot and resolve escalated customer issues, providing timely and effective solutions. 

• Team Development: Foster a positive and collaborative work environment by providing ongoing training, coaching, and development opportunities. 

• Reporting: Prepare and analyze performance reports to identify areas for improvement and inform strategic decision-making. 

Job Qualifications and Skills:

• Bachelor’s degree in Business Administration, Communications or Marketing is a plus. 

• Minimum of 3 years of experience in a customer service managerial role. 

• Proven ability to implement and manage automated scheduling systems. 

• Strong analytic and problem-solving skills. 

• Excellent communication and interpersonal skills. 

• Proficiency in Microsoft Office Suite. 

• Experience with call center performance management software. 

• Knowledge of Lean Six Sigma or other process improvement methodologies. 

• Experience with data analysis and reporting. 

Pay:

• $70-85K

Benefits:

• Weekly pay
• Medical, dental, vision insurance and more
• Company paid life insurance policy
• Paid holidays and personal paid time off (PTO)
• 401K with company match after 6 months
• Career advancement opportunities 

Working at Hydromax USA:

At Hydromax USA, we’re committed to a culture that embraces safety and strives for excellence. We achieve this through focusing on continuous improvement, promoting employee development, and building lasting customer relationships through mutual trust and honesty. All of this is accomplished while safely providing customers with unequaled customer service and exceeding expectations through deliverables.

We stand firmly behind our mission statement – “Understand the Present, Protect the Future”. In our industry when work is sloppy or incomplete, it can directly impact public safety. Therefore, the work we do is extremely important, and we hold ourselves to the highest standards possible. As a Hydromax USA employee, you will be on the front lines of customer service and public safety.

Questions? Contact us at recruiting@hydromaxusa.com

Hydromax USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#hydromaxusa #gas #water #wastewater #construction #utilities #ind1

Disclaimer

The above statements are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the job requirements. Rather, they are intended to describe the general nature of the job. Hydromax USA reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.