Director of Customer Experience
Full Time Position

Overview

Groove Entertainment Technologies creates an experience of familiarity and quality of life for guests of the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Samsung, AT&T and Telkonet- Groove Entertainment Technologies delivers quality in room entertainment and technology to the hospitality industry. What matters most to our company is our customers and their success with our services. We want the voice of our customers to continuously be heard. The Director of Customer Experience will be primarily responsible for driving a customer-oriented culture and assuming all customer escalations. 
Job Duties
  • Focus on specific issue resolution as well as broad process improvement to help avoid the same type of problem repeating in the future.  
  • responsible to represent all stages of the customer experience effectively, thinking as a customer and championing their needs to ensure overall customer satisfaction and return business.
  • Develop customer focus strategy, working closely with all departments and senior leadership
  • Convert customer feedback into actionable data; maximizes the value of all available data
  • Develop and deploy actions that improve the customer experience; ensuring that changes are meaningful, impactful, and long term
  • Ensures all metrics are customer focused and linked to KPIs and process metrics. Allowing, “Management by fact.”
  • Improves the transfer of best practice knowledge; supports each team to deliver this messaging to customers
  • Answer and listens to less than five-star Google/Facebook reviews from customers
  • Other duties as assigned
 
Qualifications
 
  • Bachelor’s degree in Communication preferred
  • Team Player and a leader
  • Good negotiator
  • Adaptable and willing to learn
  • Understand and develop processes
  • Excellent communication to customers as well as individuals within the company
  • High attention to detail
  • Strong organizational and interpersonal skills
  • Excellent negotiation skills
  • Ability to motivate and lead others
  • Creative and innovative problem-solver
  • Flexible, adaptable, and willing to learn
  • Previous experience in the hospitality industry a plus
  • Attention to detail
 
Benefits
  • Salary
  • 401K + Match
  • Comparable Medical, Dental, Vision, Life, Long Term Disability, and Short Term Disability Insurance
 
Physical Requirements
  • Ability to sit for long periods of time
  • Ability to work at a computer station for extended periods of time
  • Ability to answer phones with or without the use of a headset
  • Ability to climb up and down stairs as needed
 
 
Apply Online

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