KIOSK Information Systems
Senior Services Manager, Customer Experience
Louisville, CO | $82K - $82K
Qualifications
- Leadership Skills
- Proven ability to lead, inspire, and manage a high-performing team, achieving and exceeding performance targets
- Effective Communication:
- Excellent written and verbal communication skills, conveying a clear vision, providing constructive feedback, and facilitating productive interactions
- Customer Focus:
- Strong commitment to delivering exceptional customer experiences with a deep understanding of customer needs and preferences
- Problem-Solving:
- Proficiency in solving complex customer issues, making data-driven decisions, and implementing strategies to enhance service quality
- Demonstrated expertise in resolving conflicts among team members, customers, and other stakeholders
- Strong analytical skills to interpret performance metrics, identify trends, and use data-driven insights to drive improvements
- Familiarity with call center technologies, CRM systems, call center software, and adaptability to emerging technologies
- Proven ability to adapt to changing circumstances, technology, and customer needs while maintaining a high level of service quality
- Strategic Thinking:
- Ability to develop and execute long-term strategies aligning customer service with organizational goals
- Continuous Learning:
- Commitment to staying updated with industry trends, best practices, and emerging technologies to keep the customer service function competitive and efficient
- Bachelor's degree in a relevant field, such as Business Management, Communications, Computer Science, or a related discipline
- Candidates with equivalent work experience will be considered in lieu of a bachelor's degree
- 5+ years of leadership experience in a technical call center environment
- Preferably in a Managed Services capacity
- Physical- Must be able to sit & stand 8 hours a day
- Lift up to 25lbs
Responsibilities
- This strategic role reports to the Director of Customer Experience (CX) and overseas the Customer Care, Managed Services and RMA/TST teams
- The Customer Care team is made up of a call center responsible for providing first line warranty and technical support to our customers as well as for managing field dispatch of technicians across the globe
- The RMA team facilitates all repairs and supports the production floor as needed
- The Managed Services team is responsible for managing kiosk fleets across the globe through services including mobile device management, security, remote monitoring, automated software delivery, reporting, and trend analysis
- Enhance Cross-Functional Onboarding Process:
- Lead efforts to improve the onboarding process for new service customers, ensuring a consistent and smooth experience
- Continuous Process Improvement:
- Regularly assess and implement measures to enhance operational efficiency
- Identify, plan, and implement innovative technology solutions to align with our mission of consistently delivering exceptional experiences
- Continually enhance the customer journey by prioritizing effective communication throughout the ticket lifecycle
- Performance Monitoring:
- Ensure the team meets service level agreements and departmental goals
- Provide monthly reports on team performance and steps taken to achieve better results to the Director of Customer Experience
- Customer Satisfaction:
- Utilize key performance metrics (CSAT, NPS, FCR, AHT, etc.)
- to evaluate and improve customer service performance
- Customer Care Reviews:
- Conduct external service reviews with customers, covering aspects such as service level agreements, ticket volumes, RMA findings, and outages
- Develop, implement, and sustain organizational structures, systems, and training programs supporting anticipated growth
- Escalation Management:
- Act as the primary escalation point for customers, track escalations, and collaborate across departments to resolve issues
- Cost Management:
- Monitor and track costs, make sound decisions for cost-saving measures
- Work with vendors that are part of the CX supply chain to drive improved efficiency and quality in service delivery KPIs
- Coordinate with internal accounting department to closely track and monitor third party costs
- Out of Scope Billing Oversight:
- Manage out-of-scope billing for services outside of contracted agreements
- Mentorship and Leadership Development:
- Mentor direct reports in each division and establish a Plan-Do-Check-Adjust system with each team lead
- Take ownership of all departmental Execution Plans, driving continuous improvement goals
- Cross-Training and Leadership Growth:
- Foster a culture of cross-training within the team and identify opportunities for emerging leaders to develop their skills and careers
Benefits
- Starting Salary - $82,493.00 annual; Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications
- KIOSK values its employees by supporting them with a full benefits package including:
- Medical (3 plans to choose from)
- Dental (Employer paid for EE only coverage)
- Life Insurance (2x's base salary Employer paid)
- Short and long term disability insurance (Employer paid)
- FSA / Dependent Care FSA / Health Savings Account with Company Contributions
- 401(k) match with immediate vesting
- Employee Assistance Program
- Paid Time Off
- 10 Paid Holidays per calendar year
- 51-200 employees
- Retail, Financial Services, Hospitality, Healthcare, Government
- Privately Held
- Louisville, CO
- Company Specialties:
Custom Designed Kiosks, HR Kiosks, Retail Kiosks, Security Kiosks, Financial & Bill Payment Kiosks, Government Kiosks, Ticketing Kiosks, Locker Kiosks, Gaming Kiosks, Bill Payment Kiosks, Self-Service Kiosks, and Order Entry Kiosks
Company information
As the undisputed market leader in custom solution design, KIOSK provides a proven solution portfolio in the full range of self-service verticals. From mainstream applications for Retail, HR, Government and Financial Services to “off the charts” custom platforms in emerging markets such as recycling and bike sharing, KIOSK is highly experienced in virtually every self-service market. Our array of specialized service characteristics are unparalleled by any other company in the industry. These fine-tuned distinctions include: – Custom enclosure design and manufacturing (indoor and outdoor) – Sophisticated and secure software development – Responsive field support / warranty services – Secure managed services and advanced PCI DSS compliance consulting – Proactive remote monitoring software and services (component-level, connectivity, and applications) All this boils down to one thing - KIOSK’s ability to simplify your long-term success. With a fine-tuned custom design process that expertly navigates all key elements of the customer’s design experience, KIOSK facilitates deliveries of standard models and custom designs quickly and efficiently.
