Customer Experience Manager

About Us

Dining In is the nation's largest and fastest growing food delivery and take-out service.  Customers can order from their favorite local restaurants for either take-out or delivery. Dining In currently, has four local offices in Boston, Philadelphia, Chicago, and Dallas.  Over the past 18 years, we have built our organization of over 100 employees and a customer community of over 250,000 based on passion, dedication and hard work. 

 

Opportunity

We are looking for an energetic individual with a background in customer service and call center management to assist in heading up a new, centralized call center at Dining In as the Customer Experience Manager.

The Customer Service Manager will report to, and receive instruction directly from the Director of Customer Experience.

 

Responsibilities

The Customer Experience Manager (CEM) is responsible for supervising, supporting and working alongside a staff of Customer Service Representatives (CSRs) who manage incoming calls from customers who are experiencing problems. The CEM is available to assist CSRs in every aspect of their jobs, including modeling excellence in all customer interactions, handling escalated calls, providing tools and resources, training, and performing all CSR responsibilities as required. Specific responsibilities include:

? Maintains a broad and deep knowledge of all customer service processes and procedures & Dining In?s proprietary software.

? Proactively keeps up-to-date on new processes and procedures and communicates those during staff meetings and at the beginning of every shift.

? Provides required direction to CSRs to ensure service coverage and quality objectives are consistently achieved.

? Assists in the recruitment and/or selection of CSRs.

? Develops CSRs, including on-the-job training, motivation and coaching to reinforce required skills.

? Facilitates scheduling changes according to established policy.

? Conducts team shift meetings to motivate and communicate.

? Ensures awareness of productivity and performance goals.

? Works on special projects, as requested.

 

Qualifications

? Associates Degree

? Three-year customer service experience.

? Proficiency in Windows applications.

? Able to pass a pre-employment background check.