Manager - Customer Experience

## Manager
- Customer Experience Apply:
Hybrid:
Ormond Beach, FL:
Full time:
Posted Today:
JR263209

Shift: Monday
- Friday 8 a.m. to 5 p.m.Are you ready to work making the world a safer, healthier place? Join our mission to continuously move science forward; to innovate and advance all aspects of our business to improve the health and safety of our communities and lives.

SUMMARY:

Responsible for managing and developing client relationships, ensuring high levels of client satisfaction, and overseeing the daily operations of the customer experience team; plays a key role in retaining and growing our client base.

ESSENTIAL FUNCTIONS:

This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.
• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
• Serves as a secondary escalation point of contact for clients, addressing their needs and concerns promptly and professionally while building and maintaining a strong, long-lasting client relationship to ensure high levels of satisfaction and loyalty.
• Conducts client meetings and reviews to assess satisfaction and address any issues or opportunities for improvement; as needed.
• Oversees the daily operations of the client service team(s) to ensure efficient and effective service delivery and that all client interactions are handled in accordance with company policies and standards while providing constructive feedback for improvement as needed.
• Collaborates with internal teams to ensure the timely and successful delivery of services and solutions to clients.
• Reviews and analyzes client feedback to identify areas for improvement and implements necessary changes.
• Manages the escalation process for handling client complaints and ensuring issues have been resolved effectively and efficiently; may escalate client issues that cannot be addressed within the team to the proper stakeholders for resolution.
• Prepares and presents regular reports on client service performance, client satisfaction, and team performance to senior management.
• Uses data insights to drive decision-making and improvement initiatives.
• Partners with their respective General Managers and Operations Managers to address client concerns and needs.
• Works closely with sales, marketing, and product development teams to ensure client needs are understood and met.
• Represents the company at industry events, conferences, and client meetings as needed.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

• Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND eight (8) years of customer service experience, five (3) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Required Certificates, Licenses, and Registrations:
Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or…