Customer Experience Job Description Sample Template

JOB TITLE:

  • Customer Experience

DUTIES and RESPONSIBILITIES:

  • Supervise day-to-day operations in the customer service department.
  • Respond to customer service issues in a timely manner.
  • Work with upper management to effectively develop customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Maintain accurate records and document all customer service activities and discussions.
  • Assess service statistics and prepare detailed reports
  • Hire and train new customer service agents.
  • Manage the approved budget of the customer service department.
  • Stay informed on the latest industry techniques and methods.
  • Ensure a cohesive and seamless experience that reflects the company’s values and story. 
  • planning & activation oversight for every touch point with our customers, including brand marketing, & product advertising, media placement & buying, community engagement & events, sales & promotions, retail experience & merchandising, e-commerce, and customer support.

EXPERIENCE and QUALIFICATIONS:

  • Retail marketing experience is a must.
  • Bachelor’s degree in business administration or relevant field.
  • A minimum of 5 years of proven experience in a customer service position.
  • Proficiency in Microsoft Office and customer service software.
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques.
  • Ability to work well with all levels of management, employees, and clients
  • Ability to adapt to new strategies in response to consumer feedback and upper management directives
  • Excellent leadership and interpersonal skills.
  • Must be 21 years of age (or older) at the time of hire
  • Must pass any and all required background checks.
  • Must be and remain compliant with any and all legal or company regulations for working in the industry.

PHYSICAL DEMANDS:

  • Work effort principally involves sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. 
  • There may also be some occasional lifting of objects such as office equipment or photocopy paper (up to 30 lbs.).