Customer Service Manager needed with HS Diploma/GED or Foreign Equivalent & 2 years experience as Customer Service Manager performing following job duties: Devise Customer Experience Optimization Plan aligned with company's long-term objectives. Transform customer service from a reactive support function into a proactive strategic asset. Elevate first-contact resolution (FCR) rates using predictive analytics & AI-driven service models. Streamline workflows, reduced inefficiencies & enhanced service quality by process improvement initiatives. Apply Lean Six Sigma methodologies to identify & eliminate bottlenecks within customer service workflows. Spearhead the deployment of a multi-channel engagement model, integrating various communication platforms like phone, email, live chat, social media & AI-enhanced chatbots. Implement Robotic Process Automation (RPA) to eliminate repetitive tasks & improve efficiency. Lead the development of the department's annual financial plan, aligning customer service initiatives with the company's financial goals. Establish compliance with regulatory frameworks such as GDPR, CCPA & HIPAA. Use NetSuite to carefully monitor stock levels. Supervise 1 employee - Customer Service Representative.
Benefits: PTO & Health Insurance. Job Location: North Salt Lake, Utah. Mail Resumes to: Uma Super Center LLC, d/b/a Express Mart SLC, 15 S Hwy 89, Ste#1, North Salt Lake, Utah 84054.
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