Customer Satisfaction Manager

This position is located at the world headquarters of The Endurance International Group in Burlington, Massachusetts - a company that provides Web hosting, eCommerce, domain registration and other Web related services.

The qualified candidate will be reporting to the Director of Quality & Training in the corporate customer support group. Our corporate customer support group is responsible for the performance of our six customer support centers located worldwide. These customer support centers have over 600 customer support agents that are assisting customers via phone, chat and email on technical, billing and sales related customer inquiries. This individual will be assisting the Director of Quality & Training and the corporate customer support group in ensuring outstanding support agent performance and high customer satisfaction by monitoring customer satisfaction rates, by reviewing the quality of customer contacts handled by Endurance's support centers, and by creating helpful documentation and training material for support agents.

Responsibilities

Primary Responsibilities (90% of the job):

• Lead Customer Satisfaction Project - This involves reading of customer satisfaction survey responses (CSAT) and following up with unsatisfied customers (by phone or by email) to ensure highest customer satisfaction rates. The individual will be using Endurance's web-based Customer Survey System to review customer feedback as well as to monitor, measure and report on customer satisfaction rates.
• Manage & Coordinate CSAT Team Work - The qualified candidate will also lead Endurance's CSAT Team, which consists of a number of CSAT representatives from each customer support center, who also read surveys and follow up with unsatisfied customers. The individual will assist the CSAT representatives with escalated customer issues as well as attend weekly meetings with each of the six customer support centers to discuss the customer comments and opinions from the survey responses. Finally, the qualified candidate will work with each center to develop ways to improve customer satisfaction based on direct customer feedback.
• Participate In Quality Assurance of Support Contacts - This involves listening to recorded customer support phone calls and reading of customer support emails and customer support chat transcripts. The individual will be using Endurance's Web-based Customer Support Quality Assurance System to monitor and evaluate customer support contacts handled by Endurance's customer support agents. The individual will also be attending weekly meetings with teams from each one of the six customer support center to communicate, discuss and calibrate quality assurance feedback about the performance of their customer support agents. The idea is that through the Endurance's quality assurance process, the prospective Customer Satisfaction Manager will compare and calibrate internal quality assurance results vs. external customer satisfaction results, and thereafter create an action plan to improve bottom-line business results.

Secondary Responsibilities (10% of the job):

• Analysis and reporting of customer satisfaction metrics
• Answer the Executive Customer Support Line in Burlington, MA
• Assist customer support centers with escalated customer issues
• Drive projects to improve the usability and functionality of the Customer Support Survey System

Required Skills & Experience

Required Job Skills:

• Excellent interpersonal and team cooperative skills
• Excellent writing and email communication skills
• Excellent verbal and phone communication skills
• Excellent technical and troubleshooting skills
• Excellent multi-tasking and organizational skills
• Excellent listening, questioning and analytical skills
• Excellent crisis management skills
• Excellent presentation skills

Required Job Experience:

• Minimum of Bachelor's Degree in Computer Science or English or related field
• 1+ year full-time customer support experience
• Working experience in creating technical content and training documentation
• Strong HTML experience
• Computer proficiency in PC and Windows 98+
• Internet and WWW proficiency
• Working experience with scripting languages like PHP, Perl/CGI, ASP
• Working experience with databases like MySQL and Access DB
• Working experience with Web development tools like FTP, FrontPage, Dreamweaver
• Working experience with POP/SMTP

Additional Skills & Experience

Desired Skills & Job Experience:

• Working experience with Web hosting and eCommerce
• Working experience with domains
• Working experience with Unix/Linux
• Computer proficiency of Mac 7.x+
• Working experience with image editing software (e.g. PhotoShop)

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