Capital Associated Industries, Inc.
  • Charlotte, NC, USA
  • Full Time

About TKXS

A B2B technology and data-driven solutions company, TKXS provides data collection, data science, technology and data-enabled marketing and incentive management capabilities to the agriculture, healthcare, construction and industrial supply industries. With an unparalleled combination of industry breadth, depth and trust, no other provider offers clients a more complete solution set.

 

TKXS' clients know us to be trustworthy, responsive and straightforward. And while we count myriad strengths, our greatest advantage is our team. Guided by five core values, we trust more and achieve more. We team up, we stay curious, we take responsibility, we speak out, and we serve others. Grounded by our leadership team's thoughtful planning, and fueled by enthusiastic and innovative teammates, your future at TKXS could be bright indeed.

 

Who We're Seeking

TKXS serves its clients through customer support of web applications and market services through various channels including telephone and email. The Client Experience Manager will serve the needs of the client and their customers, driving optimal performance of the client-dedicated customer support team. In this role, you will lead a team of full time specialists and a team of flex staff during periods of high volume to achieve client and program objectives. Your team represents the virtual, customer facing points-of-contact for the client and their customer audiences with the primary objective of extending stellar service and ensuring a positive and seamless experience to all customers. This position is based in Charlotte, NC.

 

Roles and Responsibilities

  • Have a thorough understanding of client's business and program
  • Manage a team of full time staff; manage additional flex team staff during high-volume periods
  • Provide direction and team oversight in support of the following tasks:
  • Handling inbound calls and emails; Managing outbound response and follow up according to established service levels
  • Following proper documentation of inbound and outbound communication for client metric reporting
  • Assisting customers with all matters relating to the client's website and services
  • Providing user assistance and navigation for client's website portal
  • Handling periods of heavy call volume, meeting established service levels while maintaining excellent quality of service
  • Providing ad hoc support during low call volume periods
    • Handle and document customer escalations; take steps for remediation where applicable
    • Drive performance through call listening and weekly 1:1 feedback sessions; utilize reports to monitor and communicate team and individual performance
    • Develop forecasted staff/resource plan to meet service level needs based on call volume; manage and communicate staff schedules and shifts, adjusting according to need
    • Identify and establish reporting process for client and internal KPIs
    • Collect and compile team Voice of Customer (VOC) to share internally for merchandising with internal stakeholders and/or client stakeholders
    • Proactively communicate risks, challenges, and recommendations to internal TKXS contacts and appropriate client stakeholders
    • Partner with Client Engagement Manager in service to the client's business
    • Participate in client meetings and client communication to communicate performance and staffing updates
    • Help manage flex staffing vendor relationship
    • Oversee recruitment and hiring process; oversee onboarding, training, and support of new hires and flex staff
    • Effectively communicate cross-departmentally to meet client, program, and company goals
    • Support direct reports in creating goals and meeting objectives; Conduct employee performance reviews
      • Identify skill gaps and facilitate ongoing training for performance and process improvements
      • Facilitate team meetings, create an environment for best practice sharing; document best practices and SOPs
      • Troubleshoot, document, and escalate technology issues via established process
      • Perform managerial administrative duties including time tracking, PTO, and expense approvals
      • Create an environment oriented to trust, open communication, and cohesive team effort; Recognize employees for their successes or desired behaviors
      • Maintain cooperative working relationships with team members, leadership and company staff

 

Experience

  • Ag experience and/or college degree, preferably in agriculture or business
  • 3-5 years of experience managing a team with direct reports
  • Experience forecasting staff plans; call center experience a plus
  • Possess strong attention to detail and sense of urgency as part of delivering excellent customer service both internally and externally
  • Ability to work under pressure and complete tasks within a set timeframe
  • Highly motivated, disciplined, and organized; High degree of professionalism
  • Excellent interpersonal, written, verbal, and telephone communication skills
  • Experience working with customer relationship management and case management applications
  • Adept and comfortable using multiple web-based systems simultaneously
  • Proficiency in Microsoft Office
  • Ability to coach and communicate complex information clearly
  • Comfortable communicating with different audiences and levels of an organization
  • Ability to work independently and function as a team player
  • Ability to support a vision and to communicate that vision to the team
  • Proven ability to adapt and thrive in a changing environment

  

Why TKXS?

At TKXS, you'll be positioned to do your best work ever, surrounded by caring, fun-loving and inspiring teammates. We work hard for our clients, but we play hard, too. Think happy hours, impromptu get togethers, and abundant community service projects.

 

We also provide a hefty benefits package:

  • health insurance,
  • maternity and paternity leave,
  • a 401(k) matching program,
  • affordable family benefits.
  • prescription drug insurance,
  • pet insurance, as well as
  • TKXS also covers -- 100% -- dental, vision, and life insurance for full-time employees.

 

And then there are the perks and plenty of them, including video games, healthy treats, seriously good coffee, and you won't believe what's on tap in the breakroom.

 

Ready to bring out the best in yourself? Then we want to hear from you. Give us a call, send an email, or go ahead and apply today.

TKXS is proud to be an Equal Opportunity Employer. We value diversity in our workplace and in our community and are committed to creating an inclusive environment for all employees.

Capital Associated Industries, Inc.
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