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Ace Relocation Systems, Inc.: Director Of Customer Experience

Ace Relocation Systems, Inc.

This is a Full-time position in San Marcos, TX posted September 1, 2021.

Ace provides a broad range of relocation services and customized solutions for America’s industry leaders.

We work with our clients to create relocation solutions based on their particular needs and budget.

Ace is a corporation committed to maximum customer value and we successfully combine the latest technologies in the transportation industry with quality, client focused relocation services.We are currently seeking an experienced Director of Customer Experience to lead the customer experience effort so that every customer is treated in such a memorable way that when the move is complete, the customer tells someone else how great it was.

Also to create a persistent focus on the customer in every level and every interaction, drive the organization to work together for optimum customer experience delivery, and support leaders in their roles within the company to earn and maintain customer loyalty.As a change agent inside the company the Director of Customer Experience performs four specific functions:Effectively manage the entirety of the Customer Experience Team in centralized locations as well as our service branches.

This team includes Coordination Services, Quality, Survey, and ClaimsMonitor, evaluate and shift workloads between workgroups to optimize efficiency and client alignmentEnsure consistency of the customer experience between workgroups, regardless of where they are domiciledIn conjunction with the Account Management Team, develop an Account Profile system for each workgroup to publish account move parametersIdentify and track the quality of interactions with customers and clients, and develop and publish scorecards documenting our success.

Use this as a tool to incentivize members of your team.Develop programs and processes that will improve survey scores from all relocation management companies (“RMC’s”), the United States General Services Administration (“GSA”), Direct Clients and Private Client transfereesWork with our marketing team to develop and execute follow-up programs to respond to social media complaints, comments, and concernsFacilitate the re-development of a Customer Experience Manual, including standardization of workflows and desk procedures for order entry and coordination activities.Develop programs to train PVOs and company drivers and helpers in acceptable customer experience protocolsWork with marketing department to develop content marketing effort that differentiates Ace’s customer experienceDevelop more effective and streamlined customer touchpoints and tasking including the removal of obstacles during the move processWorking in tandem with our IT organization, implement automated technology solutions to improve the overall customer experience while also recognizing cost savings, efficiencies, and scalability throughout the customer experience process, including phone system enhancements, automated messaging services and/or software for updates and confirmations, evaluate and vet appropriate product solutions, application, implement and train accordinglyWork with sales department in representing ” Customer Experience” to key customers during the sales processDevelop resources for sales associates to differentiate our customer experienceFacilitate retention of key customers through complete management of the customer experienceQUALIFICATIONSWe are seeking a tech-savvy, keen professional who is a reliable, highly detail-oriented, energetic individual with excellent leadership skills.At least five years progressive customer service management experience in a client-focused environmentStrong leadership skills and the ability to work in an open and consultative manner – be a team builderMust have a valid driver’s license in good standingBachelor’s degree preferredSKILLSExcellent interpersonal skills and proven experience in building relationshipsProficient in use of Outlook and Microsoft Office programs, including Word and Excel, and internet useStrong English communication skills—verbal and written—to provide clear and concise communicationReferences, background checks and drug test will be required prior to employment.

Ace is a drug-free workplace.

This position is part of Ace’s random drug testing program.

Travel to branches and industry meetings will be required.We provide a friendly and motivating work environment and a comprehensive benefits package including 401k.

Competitive salary based on qualifications and experience.

Company information can be found at www.Acerelocation.Com.conv.Indeed.Com/pagead/conv/2436895886212011/?script=0″ >Thank you for applying to our position.

Your information will be screened by our HR department.

If your resume is chosen you will be contacted to discuss this opportunity in further detail.