Stuller, Inc.

Customer Ambassador Manager

US-LA-Lafayette
2 weeks ago(1/9/2018 7:43 AM)
Req No.
2017-6034
Type
Full-Time
Category
Marketing
Work Hours
8:00am - 5:00pm

Overview

The Customer Ambassador Manager is responsible for leading the Ambassador team in developing and maintaining relationships with our best customers in order to further tie them to Stuller.  This team is responsible for a variety of roles in the total customer experience from acquiring and on boarding new customers to Stuller, being a single point of contact for all Stuller Events also including handling experience issues for these customers.

 

As the leader of the team, the Customer Ambassador Manager will be responsible for managing productivity as well as coaching and mentoring each customer ambassador to success.

Qualifications

  • Bachelor’s degree or relevant work experience
  • Minimum 5 years' experience in a high volume customer service environment as well as managing and leading teams
  • Commitment to customer service (internal and external).
  • Creative thinking and planning on strategies to improve the customer experience.
  • Ability to use good judgement in all situations
  • Creative and innovative thinker.
  • Self starter, high level of initiative, proven proactive thinker.
  • Highly proficient in time management, organization, planning and prioritization
  • Superior communication skills, both written and verbal.
  • Professional business presence and acumen.
  • Ability to effectively work cross functionally across the company
  • Ability to manage time effectively
  • Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic
  • Ability to manage changing priorities
  • Strong interpersonal skills and ability to establish rapport
  • Experience with MS Office programs (Excel, Word, Outlook and PowerPoint)

Responsibilities

  • Responsible for developing productivity reports for the Ambassador team as a total as well as individual productivity reports
  • Providing weekly reporting on Ambassador productivity as well as event registration goals
  • Develop schedules for the ambassador team on activities needed and ensure staffing levels are in line to meet defined objectives
  • Define and request resources needed to train the Customer Ambassador Team as well as ongoing identification of new training for the team.
  • Identify new ways that the customer ambassador team can act as advocates for the customer within the company, encouraging customer conversations internally as well as painting vivid and realistic pictures of our customers.
  • Become an expert in systems specific to Customer Care and use that knowledge to encourage adoption of the Ambassador team as well as the company.  In addition to adoption, provide solid recommendations to the system owners for ongoing improvements that enhance the Customer Experience.
  • Assist customers that are attending events in ensuring the process to get to the actual event is seamless and easy, providing Ambassador or self-service options to the customers.
  • Ensure post-event outreach efforts are maximized, encouraging continued growth in event attendees
  • Ability to manage a multichannel approach to customer communication via phone, email, chat, face to face and other channels
  • Demonstrate a genuine curiosity about customer’s business needs and ability to custom tailor solutions for a variety of scenarios.
  • Provide above and beyond service on a daily basis

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