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SalaryCompany Overview
Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests. We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge’s combined engineering and support expertise with a vision of an innovative end-user digital experience.
We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.
Job Summary
The Director of Customer Experience will be responsible for monitoring, measuring and improving interactions with our customers across our entire business. This will include hosting regularly scheduled business reviews with key customers, compiling data around customer satisfaction, tracking NPS, identifying root causes of dissatisfaction and rolling out improvement plans. Collaboration is key to success in this role, so a leader who can delegate to their own team while also influencing others is essential.
This is an exempt role and is a member of the Customer Care Department reporting to the Chief Customer Officer with a preferred location of Raleigh, NC.
Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.
Essential Job Functions and Responsibilities
Measurement and Improvement of Customer Interactions
- Identify key moments in customer journey and work with stakeholders to build improvement plans.
- Conduct regular customer satisfaction surveys, analyze results, and implement strategies to improve.
- Identify ways to increase customer loyalty and engagement and work with various teams to measure and increase loyalty
Management of Customer Cases and Escalations
- Address specific customer escalations with a strong sense of urgency and ownership
- Ensure Customer Care case queues are being managed daily to ensure timely resolution per SLA requirements
- Identify support cases trends, communicate internally and work to improve.
- Maintain a world class NPS, score of 70 or higher
Productivity
- Create reports to manage and track employee productivity
- Ensure Customer Care employees are clearly aware of productivity goals and are meeting those goals
- Consistently integrate Allbridge’s core values into everyday habits by treating all customers, internal and external, professionally, honestly and respectfully
Required Qualifications
- Bachelor’s degree preferred. In lieu of degree, 10 years of experience in similar role required
- 5+ years of team management experience in a technical call center
- Experience working in a fast-paced environment
- Proficiency in MS Word, Outlook, Excel, and Visio
- Experience working as part of a team or team leader
- Strong attention to detail
- Excellent verbal and written communication skills
- Ability to multitask and work independently to your personal and team goals
- Technology background is a plus
Compensation/Benefits
In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes:
- Medical and Prescription options, Dental, and Vision Plans
- Health Saving and Flexible Spending accounts
- Short and Long-Term Disability insurance options
- Life and Accidental Death and Dismemberment insurance Plan options
- Supplemental Insurance Plan options
- 401(k) Profit-Sharing Retirement plan
- Flexible Paid Time Off after 60 days of employment
- Paid Holidays, per Employee Handbook
Equal Opportunity Statement
Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
