Customer Experience & SLA Delivery Manager

Filinvest Development Corporation; United States; Presencial; USD 75.000 - 110.000; Jornada completa

Descripción de la vacante

Countrywide Water Services Inc. (CWSI) seeks a Customer Service Manager to lead all customer service operations, ensuring SLA adherence and timely resolution of inquiries to achieve high customer satisfaction.

You will oversee ticket management, helpdesk coordination, customer communications, and public content across social media and the company website. You will set standards, drive process improvements, manage a team, and collaborate with Operations, Billing, IT, and other departments to meet

Formación

• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Experience in customer relationship management and service delivery.
• Ability to drive process improvements and project management.
• Proficient in data analysis and reporting.
• Experience managing social media and digital communications.
• Stakeholder coordination and problem-solving abilities.
• Proficiency with CRM, Helpdesk, and MS Office suites.

Responsabilidades

• Lead the overall customer service operations and SLAManagement, ensuring timely resolution per SLAs.
• Develop and implement standards, policies, and process improvements to boost CSAT and efficiency.
• Review and approve customer-facing communications and manage digital channels and content.
• Lead, coach, and evaluate the customer service team; set KPIs and coordinate with multiple departments.

Conocimientos

Leadership

Communication

Customer relationship management

Process improvement

Data analysis

Social media management

Stakeholder coordination

Problem solving

Educación

Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, Management

Herramientas

CRM software

Helpdesk software

Microsoft Office

Descripción del empleo

Countrywide Water Services Inc. (CWSI) seeks a Customer Service Manager to lead all customer service operations, ensuring SLA adherence and timely resolution of inquiries to achieve high customer satisfaction.

You will oversee ticket management, helpdesk coordination, customer communications, and public content across social media and the company website. You will set standards, drive process improvements, manage a team, and collaborate with Operations, Billing, IT, and other departments to meet