Industry: Real Estate & Construction•
8 - 10 years
Posted 202 days ago
We are currently seeking a Director, Customer Technology Service Experience to be based at our worldwide headquarters in Madison, NJ. This Director role serves as a leader and advocate for delighting customers, specifically agents and brokers, by creating great technology support services to significantly increase customer satisfaction. We are seeking a qualified candidate to lead transforming the customer technology service experience to one that is highly responsive, provides quality solutions and services that exceeds customers’ expectations. We seek an individual that has demonstrated expertise in transforming customer technology services (including Help Desk, Online, and Onsite) for mid-large size organizations and is passionate about creating the optimal customer experience. We believe that improving customers experiences as they engage with company-provided technologies and services provides a competitive advantage.
The exciting things you will do:
Own the customer technology service experience; assess the current customer experience as they engage with our technology support services and offerings to identify key opportunities for the organization to focus on.
Define the “Current vs. Future Customer Technology Service Experience” with the necessary processes, tools and support services to delight our customers, and significantly increase customer satisfaction.
Establish and lead cross-functional teams to solve customer technology service issues and challenges, as well as identify opportunities to deliver outstanding technology support services with positive outcomes in a cost effective and scalable way.
Partner with Realogy Brand Teams, Technology and Field Sales Leadership to understand and quickly satisfy customer technology service needs.
Review customer technology support process flows, procedures, tools and performance metrics for our Help Desk Service Center, and onsite support to redesign these to be much more customer-focused.
Leverage customer advisory groups, data, operations and in-field research to develop a deep knowledge of customers experiences and create a plan to delight customers with high-quality technology services and offerings.
Drive execution and configuration of customer technology support processes, tools and resources to create a seamless customer experience using various communication channels (chat, SMS, phone, email, etc..)
Remain abreast of trends and new features in customer technology services, tools and support structures to further evolve the technology support experience within the organization.
Collaborate with Data Analytics team to generate customer service scorecards that provides insights and measures overall performance of the customer technology support experience.
Motivate, Influence and inspire others to commit to driving a Delightful Customer Service experience.
BA/BS degree preferred or relevant experience
8-10 years of experience in leading and transforming customer technology support services that positively impact the customer experience , especially in the technology support area.
3+ years of experience with leading and transforming customer technology support services (help desk, onsite/online support, etc..) within large corporations
Demonstrated knowledge and experience in working with technology support systems (ServiceNow, etc..)
Strong verbal/written communication and presentation skills to effectively present ideas and motivate others
Strong leadership skills to successfully sell and lead implementation of the customer service experience strategy; must lead meetings, calls and other communications through all phases of the implementation
Must possess strong work ethic; self-starter and team player with great organization skills.