Customer Experience Director - Melville, NY

Davita Inc.; Melville (NY); On-site; USD 100,000 - 150,000; Full time

Job summary

A leading company in health services seeks a Customer Experience Director to enhance customer satisfaction and streamline processes across sites. This position involves overseeing customer service strategies, leading a team, and ensuring high standards in service delivery. Ideal candidates will have a strong leadership background and extensive experience in customer service management.

Benefits

80 hours of paid vacation per year

7 paid holidays per year

40 hours paid sick time per year

Medical, dental, and vision insurance

401k with company match

Tuition reimbursement program

Employee assistance program

Qualifications

• Ten years of customer service experience with at least five in a managerial role.
• Experience in leading customer service initiatives and program development.

Responsibilities

• Leads and evaluates customer service activities and staff.
• Develops and implements strategies for enhancing customer satisfaction.
• Manages the customer service budget and resources.

Skills

Leadership

Customer Service

Team Development

Budget Management

Data Analysis

Communication

Education

Bachelor's degree in business administration, chemistry, biology, or a closely related field

Job description

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Customer Experience Director

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About Us

Pace Analytical Services

Pace makes the world a safer, healthier place. Committed to advancing the science of businesses, industries, consulting firms, government agencies, and others, Pace offers local-level service backed by a national laboratory network. Through in-lab and emergency onsite services, Pace ensures our air, water, soil, and more are safe.

All Locations

Melville, New York, United States

Fairfield, New Jersey, United States

Job Description

Director of Customer Experience

SUMMARY:
Responsible for supporting, developing, and executing strategies to enhance customer satisfaction, streamline service delivery processes, and ensure the highest standards of customer support. This position plays a critical role in driving customer loyalty and retention in their locations.

ESSENTIAL FUNCTIONS:

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.


• Implements best practices and continuous improvement initiatives to optimize service quality and efficiency.


• Provides oversight of the Customer Experience Managers and serves as an escalation level for the client services teams; handles escalated customer issues and complaints ensuring timely and effective resolution.


• Develops and implements a comprehensive customer service strategy aligned with the Pace and the Analytical Services division's overall goals and objectives.


• Establishes and monitors key performance indicators to measure the effectiveness of customer service operations and initiatives; analyzes data and trends to identify areas for improvement and informed decision-making.


• Participates in the development of customer service policies and procedures; ensures that policies and procedures are followed.


• Develops and manages the department budget ensuring efficient allocation of resources, monitors expenses, and implements cost-saving measures.


• Partners with respective site leaders and sales team members to address client concerns and needs.


• Collaborates with other departments to ensure a seamless customer experience.


• Builds and maintains strong business relationships with key stakeholders, including clients, partners, and vendors.


• 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 ten (10) years of customer service experience, five (5) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Required Knowledge and Skills

Required Knowledge:

• Comprehensive principles, practices, and techniques of leading customer service.


• Understanding of the development and implementation of customer service programs, policies, and procedures.


• Principles and practices of developing teams, motivating employees, and managing in a team environment.


• Principles and practices of budget development and administration.


• Applicable industry laws, codes, and regulations.


• Computer applications and systems related to the work.


• Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.


• Principles and techniques of providing effective oral presentations.


• Principles and practices of program planning, development, and evaluation.


• Principles and techniques of making effective oral presentations.


• Correct business English, including spelling, grammar, and punctuation.

Required Skills:

• Performing and providing comprehensive professional-level customer service in a variety of markets.


• Overseeing and administering comprehensive and varied customer service functions.


• Supervising and evaluating employees and providing related recommendations.


• Training others in policies and procedures related to the work.


• Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.


• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.


• Interpreting, applying, and explaining applicable laws, codes, and regulations.


• Providing consulting services to supervisors and staff.


• Preparing functionals reports, correspondence, and other written materials.


• Using initiative and independent judgment within established organizational and department guidelines.


• Using tact, discretion, and prudence in working with those contacted in the course of the work.


• Performing effective oral presentations to large and small groups across functional peers and the department.


• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.


• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

WORKING ENVIRONMENT:
Work is performed in an office setting. Work is subject to travel.

Additional Information

Benefits

80 hrs of paid vacation per year, 7 paid holidays per year, 2 floating holidays per year (prorated based on start date), 40 hrs paid sick time per year, paid bereavement leave (days based on relation to the employee), 8 hrs paid volunteer time per year, parental leave, medical, dental, vision, voluntary short-term disability, long-term disability, life insurance, voluntary supplemental life insurance, traditional 401k and ROTH 401k with a company match, HSA, FSA, employee referral bonus, employee assistance program, tuition reimbursement program, employee recognition program, voluntary ID theft coverage, voluntary legal coverage, voluntary accident insurance, voluntary hospital indemnity insurance, and voluntary critical illness insurance.

Equal Opportunity Employer

Pace provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Work Schedule

Monday through Friday, 8:00 AM - 5:00 PM