Customer Experience Manager

About the role

The Customer Service Manager is responsible for leading and managing all customer service operations of Countrywide Water Services Inc. (CWSI). The position ensures the timely resolution of customer concerns in accordance with established Service Level Agreements (SLAs), achievement of customer satisfaction targets, continuous improvement of customer service processes, and effective management of all customer-facing communications. The Customer Service Manager shall oversee customer ticket management, helpdesk coordination, customer correspondence, social media platforms, and company website content to ensure consistent, accurate, and professional customer engagement across all channels.

Key responsibilities

• Lead the overall customer service operations by ensuring customer tickets, requests, and complaints are resolved within established Service Level Agreements (SLAs)
• Monitor performance metrics, coordinate with the Helpdesk and concerned departments for timely resolution, manage escalations, and drive customer satisfaction through effective service delivery
• Develop and implement customer service standards, policies, and process improvements to enhance operational efficiency and customer experience
• Analyze customer feedback and service trends, establish corrective actions, and lead continuous improvement initiatives to improve CSAT and service quality
• Review and approve all customer-facing communications including announcements, advisories, notices, and correspondence to ensure accuracy and consistency
• Spearhead the development, maintenance, and continuous improvement of the company's website and official social media platforms to enhance customer engagement and public information dissemination
• Lead, coach, and evaluate the Customer Service team
• Establish performance targets and KPIs, conduct regular coaching sessions, prepare management reports
• Collaborate with Operations, Billing, Collection, IT, and other departments to achieve organizational customer service objectives

About you

• Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, or Management
• Strong leadership and people management skills
• Excellent written and verbal communication skills
• Customer relationship management experience
• Process improvement and project management expertise
• Data analysis and reporting capabilities
• Social media management and digital communications experience
• Stakeholder coordination and problem-solving skills
• Proficiency in CRM, Helpdesk, Microsoft Office

About us

Countrywide Water Services Inc. (CWSI)