Client Experience Manager at XPS Solutions – Burlington, North Carolina

Client Experience Manager

Our MISSION is to be the most trust provider of self-storage contact center solutions

Our PHILOSOPHY is that we will achieve our mission by providing overwhelming value in:

Customer interactionsTools/TechnologiesLeadershipOur CORE VALUES are to be helpful, friendly and kind in everything we do!

Are you ready to take the next step in your career and play a key role in the future of our Client Experience department?

We’re excited to announce an opening for a Client Experience Manager

ABOUT THE ROLE

At XPS Solutions providing a helpful, friendly, and kind experience is what we do for our clients and their callers. The ideal candidate for the role of Client Experience Manager will work directly with multiple clients who typically reach out for support via Email, Telephone, or Video Meetings; while also working directly with multiple internal departments using Microsoft Teams, email, call and in person meetings.

This is a fun and fast-paced environment with multiple client requests and we've had internal promotions that have create an open position!

The person who is the best fit for this role will be someone who is happy when their clients are happy.

CLIENT XPERIENCE MANAGE MUST HAVES!!

Helpful, friendly and kindReliable/dependableGoal orientedOrganizedDetailedProblem solver

MAIN OBJECTIIVES:

Be the primary owner of the relationship with all clients assigned to you, realizing that every single interaction is an opportunity to continue to build and enhance the relationship. We’re looking for clients who love you, and by extension, XPS Solutions! You’ll do this by handling inbound requests for support from variety of clients and schedule follow up as needed to ensure that all new client launches are completed on time, disconnect and billing updates are submitted on time, and any client concerns are addressed completely and in a timely mannerMeet with existing clients to facilitate new agreements and addendums, renew agreements and upgrade services for existing clients, introduce the support team for new site launches and existing site upgrades. All aspects of the client’s information belong to you, including launch documents, site creation, operational information, and scripting using our proprietary software systemsMeet with all new clients to begin to build the relationship from the very beginning with clear and direct communication, and a sincere desire for their account to be correct.Meet regularly with new clients throughout the launch process, and at scheduled intervals based on client need to confirm satisfaction of provided services, providing key details and data about the value that XPS is providing for their account.

SCHEDULING HOURS:

Flexible schedule Mon - FridayNo weekendsMust exhibit excellent attendanceThis position will ideally be performed from the XPS Solutions office in Richardson, TX.

ESSENTIAL EDUCATION, SKILLS & EXPERIENCE:

High School Diploma / GEDAssociates Degree preferred or equivalent experience in related fieldKnowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) requiredMust be able to speak and read English clearly, professionally, and fluently6 months + in customer service roleSelf-storage experience preferredWorking with a PC and able to navigate multiple screens simultaneously
COMPENSATION/PAYROLL SCHEDULE

Salaried position at $50,000 per year Semi monthly - check dates 15th and Last day of the month 1st - 15th is paid on the last day of that month 16th - last day of the month is paid on the 15th of the following month
BENEFITS

Vacation and Sick pay accrualsMedical, Dental and Vision PlansCompany paid Life Insurance with option to enroll in additional Voluntary LifeShort/Long Term Disability 401(K) with matching