VOC Specialist

Company: Kforce Technology
Location: West Palm Beach
Posted on: September 18, 2023

Job Description:

Kforce has a client that is seeking a VOC Specialist in Palm Beach Gardens, FL.

Summary:
Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities:

• VOC Specialist leads cross functional team to develop and implement comprehensive customer experience model
  
• Implements means to cost effectively measure customer satisfaction across all business lines
  
• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met
  
• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines
  
• Coordinates across sales, marketing, operations, and customer service to manage all customer interactions
  
• Develops customer life cycle touch point maps to drive customer processes
  
• As a VOC Specialist, you will develop and implement ongoing plan to capture voice of customer and use findings to drive improvements
  
• Interacts with customers to improve customer satisfaction and retention
  
• Performs other job-related duties as assigned
  

Keywords: Kforce Technology, Miami , VOC Specialist, Other , West Palm Beach, Florida