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Job Description
Envoy Global is seeking a Client Experience Manager to join their Account Management & Customer Experience team. This role is crucial for ensuring a key segment of Envoy’s Clients are supported through information sharing, question answering, and handling account-related tasks. The Client Experience Manager will also support Envoy’s Foreign Nationals, providing excellent service and resolving inquiries.
Responsibilities:
- Respond to client (HR contacts) questions and following up with resolutions.
- Respond and troubleshoot tier-2 level requests with foreign nationals on non-legal questions.
- Handle escalations as needed and work with management or other teams to resolve.
- Lead Client and Foreign National training on the Envoy app.
- Pull and distribute reports and information for clients and legal team.
- Maintenance of team materials (marcos, trainings, SOPs).
- Ensure customer expectations are set and deadlines are met.
- Develop, track, and maintain project plans and project deliverables.
- Communicate with the client and internal teams on project milestones and progress.
- Projects as assigned.
Requirements:
- 1-2 years of customer service experience.
- Bachelor’s Degree or equivalent work experience preferred.
- Passion and interest in immigration preferred.
- Experience or knowledge of ticketing systems (Zendesk) preferred.
- Excellent customer service skills and empathy to address client needs properly.
- A client first mindset to find resolution and next issue avoidance.
- A keen eye for attention to detail and accuracy in responses to clients.
- Excellent organizational and time-management skills.
- Strong communication skills that are clear, concise, and empathetic.
- Ability to pivot and multi-task in a fast paced environment.
- Ability to work collaboratively across functional teams to find resolutions and process improvement.
- Strong proficiency with MS Office Suite, specifically Excel.
Envoy Global offers:
- 100% remote work within the United States.
