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XOLogic is currently looking for a client services lead. This candidate will have many responsibilities. These will include Technical phone, email and chat support for XO???s SAS based products, On boarding new customers from sales handoff to liaison with web design team and development. Making sure initial customer experiences are timely, positive and clear expectation are set and kept. Help lead the team in new areas such as customer retention, training, Troubleshooting, motivation. The person in this position will be a leader with a positive attitude and willing to help in many areas inside XO. The person in this position will communicate with clients on support issues and maintaining open communication until issues are resolved. Additionally, this person has the responsibility of managing Customer Support Analysts in the department. Duties and Responsibilities include: ???Maintain customer satisfaction by providing problem-solving solutions setting and maintaining customer service standards. ???Primary implementation specialist during customer on boarding phase. ???Measure, track and evaluate customer retention levels. Set goals of customer retention. ???Be willing and skilled when needed to handle difficult customers. ???Assure quality customer service by studying, evaluating, designing and re-designing processes; identifying customer service trends, establishing and communicating service audits and metrics; monitoring and analyzing results; determining improvements and implementing changes and escalating items to management, as needed. ???Maintain accurate records of issues, discussions and correspondence with customers; analyzing records to determine the level of customer service being provided, identifying areas for improvement and implementing improvements as needed; providing reports to management. ???Work with development and others to obtain and maintain the degree of knowledge, technical and otherwise required to effectively support clients, as determined by management. ???Support meetings with other managers to discuss possible improvements to customer service. ???Train, manage, monitor, counsel and discipline personnel in order to assure the highest level of customer service, adherence to company and departmental policies and procedures and achievement of company???s goals; involved in staff recruitment and appraisals. ???Schedule personnel to assure Customer Support coverage 24/7. ???Create, update as appropriate and enforce customer service standards, policies and procedures. ???Proactively monitor customer connections using the existing tools and procedures. Provide insight to management on how the tools may be improved in both accuracy and ease of use. ???Effectively work with clients, other company departments and all levels of management, as needed. XOLogic is a small software company that provides SAS based products software tools to brick and mortar stores that allows them to compete in today's market place. Currently XOlights is the largest lighting showroom software in the US and Canada. We are located in south Provo.
Relocation costs may be covered.
1.Bachelor???s degree or equivalent combination of college and experience. 2.Experience with training, giving presentations, analyzing information, working with clients, emphasizing excellence and time management. 3.Demonstrated experience in the development of strategic, logical and creative technical solutions to challenging problems. 4.Strong organizational skills, written and verbal communication skills and attention to detail. 5.Highly self-motivated, professional, take-charge attitude, with the ability to thrive in a fast-paced and demanding environment with minimal supervision. 6.Knowledge of Microsoft Office, windows desktop and server operating systems, remote control software and experience with general computer and network troubleshooting. 7.Ability to effectively interact with all levels of co-workers and clients.
Please email resume with experience to firstname.lastname@example.org