Customer experience manager h1.location_city

Definition and Examples of Work

• Manage activities of KTA's call centers and walk-in retail centers.
• Proactively obtain information and make recommendations on KTA Business Rules to keep the Senior Call Center Manager informed about the effects of customer-related policies, procedures and customer feedback.
• Actively manage customer service team, office equipment needs and K-TAG supplies.
• May work directly with customers in a variety of communication methods to resolve customer complaints, answer questions, and resolve billing errors.
• Research and analyze account information and usage to resolve errors or disputes.
• Provide final decision-making for resolving customer problems, in accordance with Kansas Turnpike/K-TAG policies.
• Manage special customer service center-related projects as needed.
• Coordinate with other departments or teams as needed to clarify policies and procedures; resolve problems and support business continuity.
• Attend evening or weekend events as needed.
• Assist the Senior Call Center Manager in development of annual department budget.
• Additional duties may be assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. The position delegates to others, provides coaching and training in a formal/informal manner, and is responsible for providing performance feedback. Negotiation and persuasion is used with internal/external customers and/or vendors. Decision making is typically done in conjunction with others and independently in regard to decisions affecting the individual tasks, department and organizational policies. Successful completion of job tasks impacts customer satisfaction, management decisions, processes and procedures, policies, utilization of labor, material or equipment and external company image.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily works in limited access office while using computers and related peripherals and other office equipment.

QUALIFICATION

Required Knowledge, Skills and Abilities

• Ability to manage, coach and develop team members.
• Knowledge of customer service principles.
• Good listening skills with the ability to process information quickly to make recommendations or propose solutions to a customer's needs or problems.
• Ability to apply reason and logic to assess a situation and determine effective solutions.
• Confidence in decision-making abilities.
• Ability to type 30 words per minute and use 10-key to the touch using computerized office equipment.
• Ability to empathize with a customer's experience while providing clear resolution.
• Strong attention to detail.
• Clear written and verbal communication.
• Must maintain privacy and the security of customer information and the KTA according to provided guidelines.
• Knowledge of Microsoft Windows operating systems and associated computer programs and processes.
• Ability to diffuse verbal hostile situations with external customers while maintaining a professional demeanor and negotiate a positive outcome.
• Professional and collaborative attitude.
• Experience with office equipment such as telephone, copiers, fax machine, scanners.

Preferred Knowledge, Skills and Abilities

• Bi-lingual (Spanish)
• Some college
• Call center management experience.
• Phone system management experience.

Required Education and Experience

• Five years of customer service experience.
• Minimum two of supervisory experience.

Certification, License, Registration

• Valid driver license.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent sitting
• Occasional standing/walking, bending/twisting/turning, kneeling
• Must be able to hear others and communicate (continuous)
• Must lift up to 25 pounds (occasional); push or pull up to 50 pounds (occasional)
• Able to differentiate colors and shapes within images (continuous)
• Reach overhead with hands and arms (occasional)
• Ability to hear others and communicate (continuous)
• Continuous use of hands to touch, handle or feel
• Peripheral vision (continuous) and depth perception (occasional)
• Must have good vision at both close (20 inches or less) and distance (20 feet or more)
• Ability to adjust focus and distinguish sound tones (continuous)