Customer Experience Manager | Resolutions
Evolve Vacation Rental
Greater Denver Area
13 hours ago
Coach, mentor, and provide individual support to a team of 10-12 direct reports while holding them accountable (this includes call reviews, developing and coaching negotiation and customer service skills, assisting teammates in hitting/exceeding team goals, etc.).
Keep the team aligned on company goals and department objectives (provide clear direction, while remaining ready and available to jump in to offer guidance, expertise, and help when needed).
Collaborate with all departments throughout the company to develop new strategies and initiate best practices (while building and sustaining positive relationships along the way).
Create consistency and efficiency by developing and implementing playbooks focused on how to systemize amazing customer service into something predictable.
Recognize when the team needs help; don’t hang around and wait to be called upon (that means plenty of informal check-ins, both on the work they are doing and on their general job satisfaction and mental well-being).
Lead weekly team meetings on relevant topics (training needs, industry news/trends, company updates, etc.).
Motivate and engage your team by thinking outside the box, including activities during and outside of work hours.
Administer responsibilities related to direct reports (includes schedules/timesheets, PTO requests, performance, etc.).