Customer Experience Manager for Transportation Demand Management

hace 2 meses


Alajuela, Alajuela, Costa Rica Jll A tiempo completo
About the Role

JLL is seeking a highly skilled Customer Experience Supervisor to join our team and lead the development and management of a best-in-class, employee-facing communications and customer service program for a large corporate client.

Key Responsibilities
  • Onsite Customer Support: Provide in-office support 3+ days per week, with optional work-from-home days for the remainder of the week.
  • Communication Strategy: Develop and maintain effective communication strategies to promote commute options and benefits. Create and update intranet content, collaborate with internal teams, and ensure integration with client systems and platforms.
  • Training and Development: Develop standardized training and onboarding processes for new team members. Continuously enhance these programs to meet evolving company needs and industry standards.
  • Customer Feedback: Track and analyze customer feedback through ticket survey responses. Conduct regular audits to ensure compliance with company guidelines and provide mentorship and coaching to team members.
  • Escalation Management: Efficiently handle and resolve customer escalations, ensuring timely and satisfactory resolutions. Coordinate with relevant departments to address and resolve complex issues, implementing strategies to prevent future escalations.
  • Monthly Processes Management: Oversee monthly managed parking processes and communications. Ensure proper follow-up and action on all necessary cancellations and related communications.
  • Parking Garage Management Communication: Implement best practices and drive continuous improvement through communication with parking garage management.
  • Stakeholder Communication: Facilitate consistent communication with project managers and stakeholders. Provide comprehensive updates on program metrics, progress, and challenges, acting as a liaison to ensure transparency and alignment on program goals and activities.
  • Vendor Coordination: Collaborate with shuttle and parking vendors to ensure they meet service level agreements and performance standards, and handle operational logistics.
  • Route and Service Optimization: Monitor and analyze shuttle and parking services to identify areas for improvement. Partner with program manager to implement changes to optimize routes and services, enhancing overall efficiency and employee satisfaction.
  • Event Scheduling: Schedule presentations, FAQs, and other events as dictated by customer inquiries.
Additional Supervisory Responsibilities
  • Team Management: Oversee team member management and workload delegation. Conduct 1:1 meetings, training, coaching, and goal setting. Manage the hiring process, task assignments, and monitor workloads.
  • Staff Recruitment and Management: Oversee recruitment, selection, promotion, advancement, corrective action, and termination processes. Plan and monitor staffing levels and labor utilization.
  • Performance Appraisals: Prepare and deliver performance appraisals. Mentor and coach team members to enhance competency development.
Qualifications

JLL is an equal opportunities employer. We welcome applications from talented individuals who share our values and are passionate about delivering exceptional results. If you are a motivated and experienced professional looking for a new challenge, please apply with your resume and a cover letter outlining your qualifications and experience.



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