Manager - Customer Experience

Shift:

Are you ready to work making the world a safer, healthier place? Join our mission to continuously move science forward; to innovate and advance all aspects of our business to improve the health and safety of our communities and lives.

Responsible for managing and developing client relationships, ensuring high levels of client satisfaction, and overseeing the daily operations of the customer experience team; plays a key role in retaining and growing our client base. ESSENTIAL FUNCTIONS:

This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
• Serves as a secondary escalation point of contact for clients, addressing their needs and concerns promptly and professionally while building and maintaining a strong, long-lasting client relationship to ensure high levels of satisfaction and loyalty.
• Conducts client meetings and reviews to assess satisfaction and address any issues or opportunities for improvement; as needed.
• Oversees the daily operations of the client service team(s) to ensure efficient and effective service delivery and that all client interactions are handled in accordance with company policies and standards while providing constructive feedback for improvement as needed.
• Collaborates with internal teams to ensure the timely and successful delivery of services and solutions to clients.
• Reviews and analyzes client feedback to identify areas for improvement and implements necessary changes.
• Manages the escalation process for handling client complaints and ensuring issues have been resolved effectively and efficiently; may escalate client issues that cannot be addressed within the team to the proper stakeholders for resolution.
• Prepares and presents regular reports on client service performance, client satisfaction, and team performance to senior management.
• Uses data insights to drive decision-making and improvement initiatives.
• Partners with their respective General Managers and Operations Managers to address client concerns and needs.
• Works closely with sales, marketing, and product development teams to ensure client needs are understood and met.
• Represents the company at industry events, conferences, and client meetings as needed.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and Experience:

• Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND eight (8) years of customer service experience, five (3) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Required Certificates, Licenses, and Registrations: Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation.

• None.

Required Knowledge and Skills Required Knowledge:

• Comprehensive principles, practices, and techniques of managing client relationships.
• Understanding of the development and implementation of customer service programs, policies, and procedures.
• Principles and practices of developing teams, motivating employees, and managing in a team environment.
• Principles and practices of budget development and administration.
• Applicable industry laws, codes, and regulations.
• Computer applications and systems related to the work.
• Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.
• Principles and techniques of providing effective oral presentations.
• Principles and practices of program planning, development, and evaluation.
• Principles and techniques of making effective oral presentations.
• Correct business English, including spelling, grammar, and punctuation.

Required Skills:

• Performing and providing comprehensive professional-level customer service in a variety of markets.
• Overseeing and administering comprehensive and varied customer service functions.
• Supervising and evaluating employees and providing related recommendations.
• Training others in policies and procedures related to the work.
• Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.
• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.
• Interpreting, applying, and explaining applicable laws, codes, and regulations.
• Providing consulting services to supervisors and staff.
• Preparing functionals reports, correspondence, and other written materials.
• Using initiative and independent judgment within established organizational and department guidelines.
• Using tact, discretion, and prudence in working with those contacted in the course of the work.
• Performing effective oral presentations to large and small groups across functional peers and the department.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mobility to work in an office setting, use standard office equipment and stamina to sit for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and computer screens; and hearing and speech to communicate in person or over the telephone. WORKING ENVIRONMENT:

Work is performed in an office setting. Work is subject to travel.

Find Your Place at Pace - We need you - your curiosity, your talents, and your drive - to help us advance this important work.

Benefits

When you join Pace®, you commit to work that makes a positive impact on our communities and our world. We commit to supporting you with benefits and perks that make a positive impact on your life. Full-time roles are eligible for our comprehensive benefits program which includes competitive salaries, medical, dental vision, 401K retirement savings plan (100% vested immediately in the employer match), life, disability and voluntary benefits, paid time off for holiday, sick and vacation days, HSA, wellness program, flexible spending accounts, tuition reimbursement, Employee Assistance program, parental leave, optional legal coverage and ID theft.

Equal Opportunity Employer

Pace® provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.