POSITION SUMMARY
The client experience coordinator is responsible for coordinating incoming client requests, management of escalated issues, focused resolution of urgent client needs, and general oversight of the entire incident management process. This key role involves reporting, leadership, goal setting, escalated issue resolution and urgency setting to align our company’s response with the client’s needs.JOB RESPONSIBILITIES· Process Oversite: Total management of the incident management process (client requests for service and handling of service issues)o Manage day-to-day operations, including overseeing the client experience team, monitoring call quality, and ensuring customer satisfaction.o Ensure compliance with company policies and practices of the client experience team.o Prepare work schedules to ensure sufficient coverage while accommodating both the team's preferences and management needs.o Be able to work autonomously and use sound logic to achieve desirable outcomes· Reporting: Creation and maintenance of incident management reporting to ensure:o The proper balance of service issues amongst staff and staffing levelso Timely assignment of incidents to the client experience team members who will research and resolve issues for the cliento Creation and management of KPI’s and other metrics that drive positive resolution of client needs and meet the guidelines provided by leadershipo Establishment of standards for resolution of incidents that properly keep the client’s satisfaction as the primary driver· Waste and Recycling Expert: Advisor and resource for waste and recycling knowledge for the team· Urgency: Able to demonstrate how to handle service needs from clients with the urgency that the client expects· Lead by Example: Develop and maintain a team culture that creates positive client experiences in the challenging waste and recycling industry· Operational Efficiency: Relentlessly pursue operational efficiency in delivering results for our clients while reducing the effort it takes to supply those results· Training: Update, create and maintain training for all processes and procedures associated with incidents· Positive: Create positive, professional client experiences that encourage renewal and referral through actively listening to Clients & Vendors, delivering timely, accurate and complete responses, and ensuring client requests are fulfilled to the greatest possible degree of satisfaction on a daily basis· Service:o Provide excellent client service by being responsive to client inquiries, going the extra mile to help clients, and resolving issues in a way that leaves the person feeling like we care as much as they do about their businesso Identify and resolve client pain points by understanding what is frustrating or annoying them and taking steps to address those issues in a proactive, expedited, and urgent mannero Proactively recommend solutions to clients when you see the opportunity by thinking ahead to second order effects and always looking for ways to improve the client experience· Work well with Others: Work cross-functionally with other teams and ensure the client experience team is aligned with other departments and that your client’s needs are being met across the entire organization· Communicate:o Update high priority and/or escalated situations to the appropriate impacted personso Provide clear and concise communication to vendors, clients, co-workers, and other stakeholders· Other duties as assigned
