Customer Excellence Manager

• Location 817 E Center St.,Sheridan, AR, 72150,United States
• Employee Type FTE
• Required Degree 2 Year Degree
• Manage Others Yes

JOB SUMMARY
The CUSTOMER EXCELLENCE MANAGER plays a key leadership role in ensuring service excellence and operational efficiency within the Customer Service Center. This position is responsible for maintaining high-quality customer engagement by overseeing quality assurance programs, identifying process improvements, managing staff development, aligning workforce schedules with demand, and producing actionable performance insights. This role also serves as a strategic liaison between cross-functional teams, ensuring consistency in communication, responsiveness to customer needs, and alignment with organizational goals.

The ideal candidate is highly organized, analytically skilled, and customer-focused with the ability to lead initiatives that enhance the overall customer journey.

JOB DUTIES AND RESPONSIBILITIES:

• MONITOR inbound and outbound calls, emails, chat, and web interactions to ensure compliance with service quality standards and brand tone.
• EVALUATE written communications for professionalism and accuracy.
• CONDUCT internal audits of QA standards, documentation accuracy, and regulatory adherence. Track findings, provide timely feedback, and support corrective actions and coaching.
• PARTNER with Account Managers to ensure customer communications reflect evolving needs and expectations.
• IDENTIFY broken workflows, communication issues, and service delays that impact the customer experience.
• RECOMMEND and help implement process improvements to enhance service delivery and reduce friction.
• CREATE and deliver onboarding and ongoing training programs, develop learning tools, and track outcomes using surveys, QA results, and KPIs.
• COLLABORATE with management to update training based on observed needs.
• ANALYZE call volume trends and season demand to recommend shift adjustments and staffing plans.
• MANAGE scheduling coordination and advise on resource allocation to ensure consistent, high-quality customer coverage across all channels.
• TRACK and report on key performance metrics including service levels, handle time, and resolutions rates.
• GENERATE dashboards and reports for leadership.
• ACT as a liaison for CRM, workforce management tools and billing platforms.
• TROUBLESHOOT issues, support testing and upgrades, and ensure adoption of system best practices.
• PROVIDE leadership in QA, training, and system support, and collaborate on strategic initiatives.
• MAINTAIN and update response templates across written communication channels and align with brand standards.
• COORDINATE with communication and administrative teams on message consistency.
• REPRESENT the Service Center in strategic planning, partner with department heads on service protocols, and address high-priority customer needs.
• PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

KNOWLEDGE,

SKILLS AND ABILITIES

:

• Knowledge of quality assurance methodologies, customer service operations, and process improvement.
• Knowledge of workforce management platforms, CRM systems, and billing technologies.
• Knowledge of communication standards, compliance frameworks, and documentation best practices.
• Ability to monitor and evaluate customer interactions for service quality and professionalism.
• Ability to create and lead training programs aligned with operational needs and learning objectives.
• Ability to identify operational inefficiencies, recommend improvements, and implement change.
• Ability to generate, interpret, and present key performance data and customer metrics.
• Ability to collaborate cross-functionally with management, IT, account teams, and administrative staff.
• Ability to lead projects, manage competing priorities, and work independently or within teams.
• Ability to communication effectively with internal stakeholders, customers, and leadership.
• Skilled in professional writing, documentation, and creating presentation materials.
• Skilled in using Microsoft Office Suite, CRM platforms, workforce scheduling software, and QA tools.
• Skilled in analytical thinking, coaching and promoting continuous improvement.

EQUIPMENT OPERATED:
General office equipment (fax machine, copier, desk phone, scanner)

Requirements

MINIMUM QUALIFICATIONS:
Associate degree in business administration or related field
Seven (7) years experience in customer experience, client relations, service delivery, or a related field
Three (3) years of supervisory or team leadership experience

PREFERRED QUALIFICATIONS
Bachelor’s degree in Business Administration or a related field

SPECIAL QUALIFICATIONS
Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.

WORK CONDITIONS:
Works in a heated and cooled office environment

The above describes the general content and requirements for this job. It is not intended to be an all inclusive list of…