Customer Service Experience Leader (Hybrid)

Xylem; United States; Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

Paid parental leave

Hybrid work options

Health, dental, and vision insurance

Volunteer program (Watermark)

Paid time off and holidays

Tuition reimbursement

Job summary

Xylem is seeking a Customer Service Manager to lead a team, craft service policies, and drive improvements across processes while ensuring high customer satisfaction. This hybrid role requires in-office presence at least 3x per week in Yellow Springs, Ohio, with cross-functional collaboration and data-driven decision making.

The role emphasizes budgeting, training, reporting, and mentoring staff to achieve service excellence.

Qualifications

• Bachelor’s degree in Business, Marketing or related field.
• Experience in leading customer service teams and driving process improvements.
• Strong communication skills and ability to present findings clearly.

Responsibilities

• Handle escalated customer complaints and issues.
• Develop strategies to improve customer satisfaction.
• Monitor customer feedback and adjust processes accordingly.
• Lead training sessions to improve customer service skills.
• Create and manage the customer service budget.
• Collaborate with other departments to ensure a seamless customer experience.
• Generate regular reports on customer service performance.

Skills

Sales strategy

CRM proficiency

Verbal communication

Written communication

Project management

Resource allocation

People management

Education

Bachelor’s in Business/Marketing

Tools

Salesforce

CRM systems

Job description

Xylem is seeking a Customer Service Manager to lead a team, craft service policies, and drive improvements across processes while ensuring high customer satisfaction. This hybrid role requires in-office presence at least 3x per week in Yellow Springs, Ohio, with cross-functional collaboration and data-driven decision making.

The role emphasizes budgeting, training, reporting, and mentoring staff to achieve service excellence.