Job Summary
The Customer Experience Manager (CXM) serves as the main point of contact with internal and external customers during and after any contractrsquo;s or projectrsquo;s period of performance and oversees the companyrsquo;s overall service and product delivery performance in order to achieve optimal customer experience and satisfaction.
Essential Functions and Responsibilities include the following:
Additional Job Requirements
Subject to applicable laws and Air Methodrsquo;s policies, regular attendance is an essential function of the position. All employees must follow Air Methodsrsquo; employment practices and policies.
Supervisory Responsibilities
This position may directly supervise CSR Customer Service Representatives depending on the size of the customer base managed by the CEM. Carries out Supervisory responsibilities in accordance with the organizationrsquo;s policies and applicable laws. Responsibilities include interviewing, selecting, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving problems. For Exempt Managers: Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.
Education Experience
Skills
Computer Skills
Certificates, Licenses, Registrations
Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractorrsquo;s legal duty to furnish information. 41 CFR 60-1.35(c)