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Form of workJob Description
We are seeking a Customer Experience Manager, technical experience preferred, to join our team! You will be responsible for helping CX managers manage a small support team from our corporate offices in Grapevine Texas. This team is responsible for serving mainly commercial customers by providing product and service information and resolving technical issues.
What you will do for us:
- Assist in managing a small team of support team members onsite
- Handle advanced customer service questions, billing questions, and general help and support
- Provide information about the products and services
- Troubleshoot and resolve basic technical product issues and concerns
- Document and update customer records based on interactions
- Develop and maintain a knowledge base of the evolving products and services
- Assist in training team members and adhering to KPIs that are reported to management
What your experience must be:
- Previous experience in managing teams, work flows, procedures, and reporting KPI data
- Previous experience in Customer Experience or other related fields
- Ability to build rapport with clients quickly
- Ability to prioritize and multitask
- Ability to be highly organized
- Positive and professional demeanor
- Excellent written and verbal communication skills
As a Top 100 Security Company in the U.S., Fortress Security Company is decisive when it comes to steering the organization's course. We know how to build strong relationships with employees and our customers, while providing open communication throughout the process. We motivate our team and hold everyone to high standards of responsibility and accountability.
