Tenicor is looking for the right person to le, mnge, n be ccontble for Cstomer Experience. This role owns the cstomer reltionship from the insie: specil orers, qotes, government n eler cconts, cstomer service, n how Tenicor respons to comments on socil posts n or inbox.
escription
Cstomer Experience covers three res t Tenicor: ccont Mngement, Cstomer Service, n Commnity Enggement. They re seprte ccontbilities. The right person bils towr growth n expnsion inste of holing it together by hn.
The work is lrey here. Cstomer Service rns bot 6 tickets week throgh Freshesk. ccont Mngement verges bot 15 qotes per week. Qotes, prchse orers, government portl sbmissions, n eler greements ll pss throgh this set. Two people o the work now - one fll-time n one prt-time - n tht is not enogh people for the volme.
This is hns-on mnger. Yo will process specil orers n nswer escltions while yo bil the systems tht mke the tem bigger thn yo.
Bsiness evelopment owns the long-term otsie reltionship with government n eler cconts. Cstomer Experience owns the exection: the PO, the qote, the follow-p, n mking sre the orer Bsiness evelopment opene the oor for ctlly ships. The two sets work the sme cconts from ifferent sies.
Reports to the irector of Brn.
bot the Role
Le, Mnge, n Hol ccontble: Set cler expecttions for the Cstomer Experience tem, give feebck tht lns, n bil the bench so ccont Mngement, Cstomer Service, n Commnity Enggement cn ech stn on their own.ccont Mngement: Own the specil orer process en to en - qotes, prchse orers, orer follow-p, n commniction with the cstomer on tes proction gives yo. Mnge contrcts n eler greements throgh to exection.Cstomer Service: Own the cstomer service SL, ticket qlity, retrns, exchnges, n wrrnty. iscont n refn thority sits t the lowest level on this tem, n yo keep it there.Government Sles: Own the government prchsing portl n the ongoing exection of government orers.Commnity Enggement: Own how Tenicor nswers comments n Ms on Instgrm, Fcebook, n YoTbe. This is cstomer service in pblic n it is crrently nerserve. Look for new pltforms n strtegies to expn or rech with or commnity.Scorecr n Process: Bil the mesrbles this tem oes not hve yet, n the plybooks behin them. Toy's scorecr conts ctivity. It oes not tell nyone whether we won the week.
Yo'll Sccee If Yo...
Cn rn B2B n government ccont n retil cstomer service ticket in the sme hor withot chnging yor stnr for either.re willing to o the work while yo bil the system tht replces yo oing the work.Hve mnge people n wnt to bil tem, not jst crry qee.Write clerly n qickly. Most of this job is written commniction with cstomers n with the rest of the compny.Tell cstomer rel te inste of comfortble one, n then hol Tenicor to it.re excite to lern EOS, the Theory of Constrints, n wht professionlly mine ser ctlly nees. We will tech yo ll three.Experience in firerm instry, militry, n/or lw enforcement is not reqire, bt strongly preferre.
itionl Informtion
Fll-time (4 hors/week), on-site t or Moscow, I loction.
Slry
$9, - $125, per yer
