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customer service representative
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The Glass Guru of Sheboygan Sheboygan, United StatesJob Description · Job DescriptionRoles & Responsibilities: · As the primary person on the front lines of customer service, the Customer Service Rep handles inbound & outbound contact with customers including, but not limited to:Answer inbound phone calls promptly during business ...
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Customer Service Representative
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Associate Customer Service Representative, B2C
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Sr. Project Leader, B2C Customer Service - Kohler, United States - Kohler
Description
Sr. Project Leader, B2C Customer ServiceWork Mode:
Hybrid
Location:
Hybrid at Kohler, WI (3 days in office / 2 days WFH)
Opportunity
The S enior Project Leader
B2C is an exciting innovative role responsible for improving the customer experience through use of digital technology, CRM, and leveraging advanced analytics to improve products and processes.
This position will collaborate with business leaders to drive the most efficient use of the technology platforms and associated business processes.
This role leads the service businesses in technology implementation, integration, and enhancements that drive world class customer experiences.This position works directly with Agile platforms teams in the planning processes, sprints, and regression testing to drive the digital transformation, and business objectives tied to service and sales.
In addition, this role will leverage advance analytic tools to share trends with KBNA functions to drive process improvements in product and experience.
Specific ResponsibilitiesLead cross functional teams in the development, justification, and approval process for new technology, enhancements, and implementation.
Lead, develop and drive project plans for technology and business implementations that include communication plans and associate change management.
Work directly with the Agile Product Owners to align on the project roadmap priority using data driven ROI.
With respect to Agile Project Management, assist with project planning within the established processes for product design and development, deployment release schedules, sprint planning and ceremonies, user acceptance testing, defect management, and post-release support
Own presentations to Executive Management on project updates, metrics and progress against objectives.
Document and update training material when processes change, and enhancements are deployed across systems
Maintain SharePoint as the medium of communication to the Customer Service teams by sharing sprint and production release schedules with enhancement details and benefits
Own the technology deployment regression testing process including the testing plan, accuracy, automation, and successful production deployments / launches.
Develop robust KPIs and work across agile teams to drive self service.
Be the lead for Request for Proposals on technology such as Workforce Management Software, chat bot software, bolt on technology and telephony software.
Lead the production incident management process to drive efficiencies in the resolution process and corrective actions to support 24/7 operations.
Use Voice of customer data sources from across the businesses including NPS, CRM, On-line reviews, to aggregate into prioritized technology enhancements for improvements in self service, contact deflection, and productivity.
Own the customer contact pareto dashboard and use advanced analytical tools to share trends with Quality, NPD, and Product Teams to drive product & process improvements (improve customer experience).
Strong focus on improving customer service and sales metrics related to - productivity, accuracy, first contact resolution, net promoter score, digital self-service, training, and cost to serve.
As a Senior Project Leader, lead and mentor other Analysts in the organization.Skills/Requirements
Bachelors degree required
Work experience in Customer Experience management and digital technology
Proven focus and results to improve customer satisfaction a plus
Salesforce for Service experience preferred
Must have analytical and project management skills
Experience with Microsoft Office Products; advanced Excel experience preferred
Experience with Jira and whiteboarding tools a plus
Can effectively manage timelines and multiple priorities
Proven skills within contact center technology portfolio including telephony and workforce management software
Excellent oral and written communication skills required
Demonstrated ability to effectively work on cross-functional teams
The
salary range for this position is $88,000 - $111,150. The specific salary
offered to a candidate may be influenced by a variety of factors including
the candidates experience, their education, and the work location. Available benefits include medical, dental,
vision & 401k.
Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitivetotal rewards package to support your health and wellbeing, access to career growthand development opportunities, a diverse and inclusive workplace, and a strongculture of innovation.
With more than 30,000 bold leaders across the globe,were driving meaningful change in our mission to help people live gracious,healthy, and sustainable lives.
About UsIt is Kohlers policy to recruit, hire, and promote qualified applicantswithout regard to race, creed, religion, age, sex, sexual orientation, genderidentity or expression, marital status, national origin, disability or statusas a protected veteran.
If, as anindividual with a disability, you need reasonable accommodation during therecruitment process, please contact. Kohler Co. is an equalopportunity/affirmative action employer.
Required
Preferred
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