Job Description

About Us

Veritas Global Protection Services, Inc is a rapidly growing Motor Vehicle Service contract sales company (these service contracts are commonly referred to as “extended auto warranties”). We sell contracts in all 50 states and are in the process of expanding into Canada, Mexico, Argentina, Chile, and Brazil. It is our goal to provide customers with peace of mind when they experience mechanical issues with their vehicle. We are dedicated to keeping our customers happy and want those happy customers to share their experience with family, friends, co-workers, or complete strangers!

About the Customer Experience Manager role Working in conjunction with the Customer Service Manager, the Customer Experience Manager's mission will be to provide a world-class customer experience while implementing process improvements to make a positive difference in our organization. This is a hands-on role so you will be responsible for a wide range of duties from planning and analysis to supervision and training of the customer service experience team in Phoenix, AZ. We are looking for someone highly motivated and self-directed, who will motivate and lead by example and maintain a positive attitude during crunch time. Someone who is a great communicator and analytical thinker with a desire to lead others. If you possess exceptional teamwork and the communication skills necessary to collaborate with team members in Client Support, Claims, and Customer Service, we would love to speak with you. You will

• Develop and mentor customer service staff
• Provide tactical direction for customer service
• Perform process improvement reviews
• Provide the highest quality of customer support
• Manage multiple channels of inbound requests including phone calls, and email
• Reach out to current Veritas customers to determine their satisfaction level with their service contract
• Work closely with our claims and client support teams to solve customer issues
• Review reports and recommend productivity and efficiency enhancements
• Implement new procedures and technology

About You

• Management experience or the equivalent – you know how to lead!
• 2+ years of experience in a customer-driven business with proven success in time management
• Strong experience with all aspects of Call Center Operations is preferred

Company Description

Veritas Global Protection Services is a vehicle service contract (commonly referred to as "extended warranty") administrator located in downtown Phoenix, Arizona.