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Pitsco Education Customer Support Manager in Pittsburg, Kansas

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12981531

Summary: The Customer Support Manager is responsible for leading, supervising, and developing Pitscos customer experience teams, driving in-sale and post-sale customer experience across a variety of mediums and touchpoints, and serving as the product specialist for Pitscos online testing platform, E-SESS. This position supports the development, implementation, and preservation of Pitscos pillar of industry-leading customer service and the experiences a customer receives during their journey with Pitsco. This position translates business strategy into direction, creates processes and resources to enable efficient business scaling, identifies and establishes new responsibilities within the Order Support and Product Support teams functions, as well as customer touchpoints that bring value to the organization that results in customer retention and meaningful customer relationships and additional purchases. This is achieved by leading, supervising, and training a team of customer service and product support representatives, both on campus and in the field. These tasks are accomplished by performing the following duties.

Essential Duties and Responsibilities (other duties may be assigned):

Partnering with the management team to align the companys objectives with Customer Experience Department expectations and procedures

Driving the overall frontline customer relations strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels (e.g. phone, chat, web)

Creating monthly and quarterly reports analyzing the performance of the customer service team.

Collaborating with Pitsco departmental leadership to align company objectives with departmental strategy, procedures, and customer experience/touchpoints (in-sale and post-sale)

Developing and implementing procedures pertinent to the effective and efficient operation of the Customer Experience Department

Managing workload and resources to ensure a high-performance, efficient, and motivated team of customer relations professionals

Nurturing, developing, and advocating for team members to ensure their success

Monitoring programs and procedures to ensure customer satisfaction

Resolving conflict and overseeing customer issues to ensure effective resolution specific to the Order Support team

Assisting Customer Experience team members, Learning Specialists, and Sales Representatives in troubleshooting implementations that require special handling

Providing feedback to the Executive Leadership Team regarding customer successes and concerns

Implementing continuous business process review to ensure core functions are documented, waste is reduced, and standards are in place

Maintaining in-depth working knowledge of company products, solutions, systems, and processes

Utilizing technical knowledge of company products, solutions, and systems to effectively interact with and assist customers and Pitsco Development Team

Working with installation planning team (members of Sales Support, Operations, and Manufacturing) to successfully coordinate the time-sensitive nature of the installation process

Providing feedback to the Development and Operations teams to ensure all customers have accurate and timely information on order status and/or changes

Leading the direction, maintenance, and best practices for Pitsco customer data

Supervising the following positions: Product Support Manager; Customer Experience Manager