Customer Experience Manager

Customer Experience Manager

About KBS

Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

If this sounds like you, then why wait, APPLY TODAY!!

Position Summary

Manages the successful, day-to-day operations of Customer Experience supervisors, staff, and outsourced call

center. Works with upper management and IT to improve the department’s overall trajectory. Models solutionfocused

customer support. Monitors performance and provides regular constructive feedback. Engages staff in

regular conversation to allow for two-way learning (learn from and provide learning to team) for the advancement

of internal practices and efficiency in support of overall customer satisfaction. Drives the customer service

experience by measuring and analyzing performance metrics in alignment with key company objectives, centered

on exceptional service, customer retention, quality assurance, and multiple service levels. Works across department

lines to address issue escalations and opportunities to minimize future escalations.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

• Oversee Customer Experience (CE) Supervisors and staff with regard to account management and staffing, internal processes, performance metrics, and personnel matters
• Responsible for coaching, counseling, and performance management on a regular basis
• Motivate, mentors, and fosters the professional growth of CE Supervisors and Leads
• Meet with and coach CE team on key company objectives outlined by management, including; clearly defined expectations, assigning work/tasks appropriately, and ensuring that progress toward goals/objectives is being made
• Proactively monitor the performance of CE team, and provide the appropriate level of direction and development necessary to ensure a high level of performance against defined/measurable goals
• Assist in the interviewing and selection of new CE team members and recommend training curriculum
• Assess the learning curve of new CE team members, tracking progress against established checklists
• Serve as an example of effective leadership for the CE Department
• Work with Information Technology (IT) administrators on system or process changes and effectively communicates changes to direct reports
• Manage customer issues as they arise during day-to-day operations
• Collaborate with other departments to identify procedural issues and trends
• Work with Human Resources on performance management issues
• Review and monitor weekly client and Strategic Account Manager (SAM) reports identifying trends and taking appropriate corrective action.
• Monitor departmental performance reports against key performance indicators, and reports results to senior management
• Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
• Report site-level performance to senior management, and calibrate routinely to maintain quality assurance
• Attend periodic meeting with client, Strategic Account Managers and Regional Vice Presidents
• Facilitate new account rollout in conjunction with Strategic Account Managers and Regional Vice Presidents
• Facilitate software integrations between customer portals / user interfaces and the KBS IT department
• Assist and facilitate mergers and acquisition client setups
• Oversee and provide input for Quarterly Business Review deck for core customers

Additional Duties and Responsibilities

Perform other related duties as required and assigned.

Knowledge, Skills and Competencies

Knowledge:

• Facilities Maintenance industry
• Customer service operations and management

Skills:

• Leadership
• Training
• Management of people
• Interpersonal, listening, and conflict management (EQ)
• Stress management
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Management reporting
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)

Competencies:

• Organizational and strategic agility
• Decision quality
• Delegation
• Directing others
• Conflict management
• Dealing with ambiguity
• Action oriented
• Integrity and trust
• Customer focus
• Priority setting
• Time management

Educational Qualifications/Job Experience Requirements

Experience Required:

• Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
• Minimum of five (5) year of customer service management experience Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills and efforts, nor are they intended to form a contractual relationship between the employee and KBS. Rather, they are intended to be accurate reflections of the principal elements of a position.
• Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (Salesforce, NetSuite, etc.)

Education:

• Bachelor’s Degree in Business or related field

Working Conditions/Physical Requirements

Schedule:

• Schedule varies and includes weekends or holidays as needed

The working conditions and physical environments described here are representative of those an employee

encounters while performing the essential functions of this job. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

Physical requirements:

• Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
• Ability to speak clearly (use of voice)
• Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus

Environment:

• Remote Opportunity
• Time constraints and related pressures to complete work are high

Travel: <5%

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

We participate in the E-Verify program administered by the U.S. Department of Homeland Security