Customer Service Specialist handling inbound and outbound mortgage loan inquiries in a hybrid role. Delivering exceptional customer service and resolving borrower issues efficiently.
About the role
- Senior Director, Customer Experience overseeing customer satisfaction at Vantage Data Centers. Leading initiatives to enhance support and drive retention across data centers.
Responsibilities
- Serve as the primary escalation point for customer issues
- Partner with internal teams to deliver consistent, high-quality customer service
- Build and maintain strong relationships with key customer stakeholders
- Monitor customer health and proactively address concerns
- Support the development and execution of customer experience initiatives
- Lead and develop a high-performing customer experience team
- Collaborate with Sales, Operations, Construction, and Design teams to drive customer satisfaction
- Define and measure key customer success metrics
- Identify and address opportunities for innovation in the customer experience
- Champion initiatives that enhance the overall customer journey
- Develop all direct reports by identifying training requirements
Requirements
- Bachelor’s degree in Business Administration, Marketing, or a related field
- Minimum of 7 years of experience in customer experience, customer success, or a related field
- At least 3 years in a senior leadership role
- Proven experience in a senior leadership role within the customer success function, preferably in the Data Center industry
- Excellent leadership and people management skills
- Strong customer-centric mindset
- Exceptional communication and interpersonal skills
- Analytical mindset with ability to leverage data to drive decision-making
- Results-oriented with a focus on achieving targets
- Strong computer skills including proficiency with Microsoft desktop and server operating systems, including Microsoft Office 365
- Reliable transportation for reporting to site and emergencies
- Willing to travel up to 30%
Benefits
- medical, dental, and vision coverage
- life and AD&D insurance
- short and long-term disability coverage
- paid time off
- employee assistance programs
- participation in a 401k program with company match
- additional voluntary benefits
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