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manager of consumer experience

GENERAL DESCRIPTION

The Consumer Experience Manager, under the direction of Chief Growth Officer VP, will oversee the activity of the Cooperative, and its subsidiary, to drive the overall consumer experience by delivering on a best-in-class model. This role is targeted for a highly energetic and passionate individual responsible for developing and/or delivering new and enhanced programs and initiatives to the organization’s employees. Serves as a mentor for others within the organization to develop knowledge of products and services.

SUPERVISORY ROLE

    • Hires and trains quality assurance staff.
    • Oversees the daily workflow of quality assurance monitoring, training, and best-in-class delivery of service.
    • Conducts performance evaluations that are timely and constructive.

RESPONSIBILITIES:

The duties and responsibilities described below are the essential functions of the job and are not intended to be all inclusive for this position.

    • Develops, implements, manages processes to ensure that products and services meet required specifications for quality, function, reliability, and superior service prior to delivery.
    • Identifies and sets appropriate quality standards and parameters for products and services.
    • Communicates quality standards and parameters to QA team, product development team, and other appropriate staff.
    • Coordinates product and service monitoring processes.
    • Reviews member, consumer, and employee feedback.
    • Maintains compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.
    • Performs other duties as assigned.
    • Attends trade shows, community fairs, and networking events to drive company awareness and fiber leads, as needed.

POSITION REQUIREMENTS

    • Education – Bachelor’s degree in Business, Communications, Marketing, Resource Development, or field related to the products being developed required.
    • Experience – 10 years of call center experience and dealing directly with customer service, is required.
    • Minimum of five (5) years in the electric utility field, preferred.
    • Strong supervisory and leadership skills.
    • Ability to create, implement, and monitor budgets.
    • Thorough understanding of principles and methods used to promote, display, and sell products and services.
    • Excellent verbal and written communication skills.
    • Excellent interpersonal and customer service skills.
    • Excellent organizational skills and attention to detail.
    • Excellent time management skills with a proven ability to meet deadlines.
    • Strong analytical and critical thinking skills.
    • Strong supervisory and leadership skills.
    • Proficient with Microsoft Office Suite.
    • Ability to develop and execute presentations that represent WRVEC and its subsidiary.
    • Must have and maintain a valid Missouri driver’s license.
    • Ability and willingness to travel up to 20%, including overnight travel.

WORKING CONDITIONS:

    • Inside office environment with regular posted office hours and occasional overtime, including weekends and holidays if necessary.

PHYSICAL EFFORT AND DEXTERITY

    • Frequent physical activity to include sitting at a desk for prolonged periods of time, standing, walking, stooping, bending, lifting, and carrying materials under fifteen pounds.

MACHINES, TOOLS, AND EQUIPMENT

    • Capable of operating a personal computer, calculator, printer, copy machine, telephone, shredder, and any other required office equipment.

VISUAL ACUITY, HEARING, AND SPEAKING

    • Comfortable in speaking on the telephone and via online conference tools. Must be able to communicate clearly and accurately for work and safety compliance.

ENVIRONMENT/WORKING CONDITIONS

    • Majority of work will be performed indoors. Normal office safety precautions and practices are required. Position may require travel to acquire supplies from time to time. The regular work schedule is Monday through Friday.

 

Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.

 

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