Director- Customer Experience

Director- Customer Experience

Oct 6, 2021

This position will direct and oversee all aspects of our organization’s customer service policies, culture, and initiatives.  You will establish policies and procedures that produce world class customer service delivery and that reflect industry best practices and standardization across all Pentastar lines/locations of business.  This position is responsible for ensuring Pentastar Aviation offers consistently outstanding service in all customer interactions.  This position will report to the President and CEO.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

  • Draft, implement, and execute policies and procedures to facilitate a quality, “best in class” customer service experience
  • Responsible and empowered to act as real-time liaison with our customers and Pentastar’s operations teams to resolve customer experience issues.
  • Develops and implements methods to record, assess, and analyze customer feedback
  • Develops and implements training and quality assurance programs for new hires and experienced employees
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
  • Acts as a liaison between the customer service teams and other departments in the organization
  • Works collaboratively with the executive team providing feedback and recommended changes to improve the customer experience
  • Investigates customer complaints when it comes to providing customer survey feedback
  • Verifies that employees are providing accurate solutions to customers and ensures that our service is being delivered with a high level of customer satisfaction
  • Prepares monthly reports to communicate outcomes of activities. In addition, will produce weekly quality statistics to track performance

 BACKGROUND/EXPERIENCE:

  • 5 years’ experience in a customer facing role with specific experience representing a high-end luxury brand
  • Associate/bachelor’s degree in hospitality management
  • Strong continuous improvement skills and experience
  • Track record of streamlining and harmonizing processes
  • Demonstrated excellence in both verbal and written communication skills
  • High level of emotional intelligence and situational awareness
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail
  • Strong analytical and problem-solving skills
  • Strong leadership skills
  • Proficient with Microsoft Office
  • Authentically live our core values

We are an Equal Opportunity Employer

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