Director, Customer Experience at Pinnacle Propane LLC in Irving, Texas

Job Description:

Pinnacle Operating Services Company, LLC is a subsidiary of the world's largest propane distributor, SHV Energy. Pinnacle is looking for a Director of Customer Experience, located at our Irving, TX office. This position is a key strategic, functional, and operational leadership role responsible for the development, continuous improvement and delivery of customer service, and the strategic development of operational requirements, process and technology, to deliver a customer experience that results in high customer satisfaction and becomes a competitive differentiator of the company within the industry.

This position directs and oversees all aspects of Pinnacles' customer service policies, objectives, and initiatives. Develop service level standards focused on response times and issue resolution, establishes policies and procedures that produce high quality customer service delivery and that reflect our past industry best practices. Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Aligns customer service activities and initiatives to support and enhance the objectives of the organization. Strives to transform each customer touch point into a real-time solution moment, to generate the best overall customer experience.

Job Responsibilities

The candidate will be at the cradle of the company's important transformation from an operational driven company to a customer centric organization and will be the most important driver behind installing a culture of creating a one-time right experience for the customer.

• Manage a small functional team of 2 to 3 people and functionally manage 20 customer service centers in 8 states


• Create strategies, specifies objectives, and develops budgets, policies, procedures to support this functional infrastructure


• Strategically optimize both, the customer journey, and the customer experience, to increase customer loyalty and satisfaction, while decreasing returns and churn


• Bring Pinnacle from focusing on a transactional customer service to embracing the complete customer journey


• Overallexperienceacross these interactions and channels, 'thecustomer experience', become one of Pinnacle's competitive differentiators in the industry


• Works closely with the digital marketing manager and VP Operations

Goals

• Improve NPS (Net Promoter Score) - Customer Satisfaction, Other Customer Metric


• Roll out Salesforce.com CRM and Carousel


• Roll out of state of the art call center technology ( IVR : Interactive Voice Response - WFM : Workforce Management - Softphone Software CTI enables phone applications - customer satisfaction research to monitor agent behavior and effectiveness )


• Identify further new tools and technologies to better serve the customer


• Reduction of the cost to serve


• Enhance the First Call Resolution


• Drive better sales through service an experience


• Use customer insight and root cause analytics to identify companywide improvements


• Act as the voice of the customer across the organization


• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities


• Optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams

Qualifications & Skills

• Extensive experiencing of managing operational customer service teams


• Proven management and/or relationship management experience at a senior, strategic level role


• Established track record of exceeding targets, KPI's SLA's


• Interpersonal skills:influence others and drive results through collaboration


• Conflict resolution


• Written and verbal communication meant to facilitate clear, respectful communication with, colleagues, vendors, and clients


• Nurture great relationships internally with your own team and leaders of other teams, as well as to understand the pulse of customers and external stakeholders


• Strategic thinking: ability to think like a consumer, interpret reasoning behind interactions with the company


• Foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world


• Problem-solving and analytical skills: interpreting and leveraging data insights for constantly enhancing customer experience


• Ability to understand data analytics and extract useful or actionable information


• See through data and identify potential concerns and their respective solutions to be able to guide the team to be able to deliver best-in class customer experience


• Ability to understand business objectives and align customer experience accordingly


• Have a clear understanding of the company's business objectives so that you can strategize customer experience efforts, get buy-in and to propagate a customer-centric culture within the organization


• Working backwards to lead the end-user experience, a data-mindset, and an ability to draw meaningful insights from it


• Being adept on all the tools and technologies that help businesses deliver, manage, measure, and improve customer experience


• Strong leadership, team building, project-management, and delegation skills