Customer Experience Manager
SavATree
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Build and scale a centralized inbound customer experience team.
- Oversee all inbound phone calls and web form inquiries from prospective customers.
- Ensure rapid response standards including call answer rate and calls handled.
- Establish scheduling best practices to convert inquiries into high-quality appointments.
- Monitor call answer rates, speed-to-lead, and inquiry-to-appointment conversion metrics.
- Ensure CRM accuracy and proper documentation of all customer interactions.
- Conduct regular one-on-one coaching sessions and team meetings.
- Champion a “wow” experience in every customer interaction.
Requirements
- Prior experience managing an inbound B2C contact center or inside sales team.
- Demonstrated success coaching representatives and driving performance accountability.
- Strong background in high-volume phone-based customer interactions.
- Experience managing KPIs such as answer rate, speed-to-lead, and conversion metrics.
- Proficiency using CRM systems (Microsoft Dynamics experience ideal but not required).
- Comfort navigating telephony platforms and contact center technology.
- Data-driven mindset with strong analytical and problem-solving skills.
Benefits
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CRM systemsMicrosoft DynamicsKPI managementdata analysisperformance accountabilitycustomer interaction metricstelephony platformscontact center technology
Soft Skills
coachingleadershipanalytical skillsproblem-solvingcommunicationcustomer experienceteam management