Manager, Customer Service Management

Sirius XM Radio Inc.
Washington, DC
Apr 20, 2017
Apr 21, 2017
Full Time
**Job Title** Manager, Customer Service Management **Location** District Of Columbia **Schedule** Full-time **Type of Position** Regular **Job Description** **Position Summary:** This position supports SiriusXM's Consumer Advocacy programs, handling corporate customer escalations and maintaining service Customer Satisfaction Survey administration. Candidates should have excellent customer interaction skills and a project or program management background with a good understanding of business processes. **Duties and Responsibilities:** + Resolve corporate level escalations: + Speak with customers. + Interface with cross functional business units to correct the customer situation. + Communicate in writing a summary of the complaint, research, resolution and opportunities of escalation. + Support customer service Customer Satisfaction Survey: + Handle day to day operational aspects of survey administration and results. + Maintain project list of enhancements. + Maintain and coordinate Consumer Advocacy team root cause of customer escalations project list. + Develop and analyze reports and trend results for Consumer Advocacy Escalations and Customer Satisfaction Surveys. + Manage ad hoc Consumer Advocacy projects as needed. **Supervisory Responsibilities:** + None. **Minimum Qualifications:** + 5+ years customer advocacy, escalated complaint management, project management and customer survey execution. **Requirements and General Skills:** + Excellent communication and interpersonal skills, specifically the ability to project professionalism over the phone and in person. + Excellent written communication skills. + Good public speaking and presentation skills. + Excellent organizational skills. + Advanced analytical and problem solving skills. + Proven ability to multi-task and handle multiple priorities in a fast-paced environment. + Independent problem solver. + Willingness to take initiative and to follow through on projects. + Highly adaptable to changes in priorities and business conditions while still driving towards results. + Some travel may be required. + Must have legal right to work in the US **Technical Skills:** + Thorough knowledge of MS-Office Suite specifically Excel and PowerPoint. + Professional writing and communication. + Knowledge of social media platforms and monitoring, engagement and reporting tools. **Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.** _The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice._

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