Military Fellowship Program
Location
- Dallas, TX
Summary description:
JOB: Lead Service Management (3)
Job description:
Responsible for supporting the customer experience by effectively coordinating service operations and addressing client needs using industry-standard protocols. Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement.Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions.Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.